Cisco Packaged Contact Center Enterprise Installation and Upgrade
Guide, Release 11.0(1)
First Published: 2015-08-26
Last Modified: 2017-04-26
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CONTENTS
Preface
Preface xiii
Change History xiii
About This Guide xiv
Audience xv
Related Documents xv
Obtaining Documentation and Submitting a Service Request xv
Field Alerts and Field Notices xvi
Documentation Feedback xvi
Conventions xvi
PART I
CHAPTER 1
Preparation 1
System Requirements 3
Solution Components 4
VMware Hosting and Hardware Support 5
Software Compatibility 5
Software Licenses 5
CHAPTER 2
Prepare Customer Site Servers 7
Prepare Customer Site Servers 7
Prepare Cisco UCS C-Series Customer Site Servers 7
Configure RAID for the C240 M3S TRC#1 7
Install VMware vSphere ESXi 9
Add the Datastores to the Host Server 9
Add the Customer ESXi Host to the vCenter 9
Run the RAID Config Validator Utility 9
Prepare Cisco UCS B-Series Customer Site Servers 10
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Fabric Interconnect Requirements 11
Cisco UCS B-Series Blade Requirements 12
vNIC Requirements 12
vHBA Requirements 13
Packaged CCE UCS B-Series Fabric Interconnects Validation Tool 14
Packaged CCE UCS B-Series Fabric Interconnects Validation Tool 14
Requirement Validation Rules 15
NTP and Time Synchronization 20
Set Time Zone and NTP Time Server for Cisco UCS B-Series Servers 22
CHAPTER 3
Network Design Considerations 23
Network Design Considerations 23
Bandwidth Provisioning and Network QoS Considerations 23
Installation 25
PART II
CHAPTER 4
Create Virtual Machines for Components 27
About Creatings VMs 27
Create VM for Cisco Unified Contact Center Enterprise Call Server 27
Create VM for Unified Contact Center Enterprise Data Server 28
Create VMs for the Cisco Unified Customer Voice Portal Servers 29
Create VM for Cisco Unified CVP Reporting Server 29
Create VM for Cisco Unified Communications Manager Publisher 30
Create VM for Cisco Unified Communications Manager Subscriber 30
Create VM for Cisco Finesse Primary 31
Create VM for Cisco Finesse Secondary 31
Create VM for Cisco Unified Intelligence Center Publisher 32
Create VM for Cisco Unified Intelligence Center Subscriber 32
CHAPTER 5
Tasks Common to Virtual Machines 33
Open Virtualization Files 33
Mount and Unmount ISO Files 33
Create a Virtual Machine from the OVA 34
Configure DNS Server 37
Configure a Database Drive 37
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Install Antivirus Software 38
Update the Java Runtime Environment (Optional) 39
CHAPTER 6
Software Installations for Components 41
Install Microsoft Windows Server 41
Install VMware Tools 43
Configure Network Adapters for Unified CCE Call Server and Unified CCE Data Server 44
Set Persistent Static Routes 45
Run Windows Updates 45
Install Microsoft SQL Server 46
Collation and Locale Settings for Localization 49
Install Cisco Unified Contact Center Enterprise 49
Configure Network Adapters for Cisco Unified CVP 50
Install Cisco Unified CVP Server 50
Install Cisco Unified CVP Reporting Server 51
Install Publishers/Primary Nodes of VOS-Based Contact Center Applications 52
Cisco Unified Intelligence Center License 53
Acquire Your License 53
Locate MAC Address 54
Upload License 54
Configure the Cluster for Cisco Unified Communications Manager 55
Create a Unified Communications Manager AXL User Account 55
Configure the Cluster for Cisco Unified Intelligence Center 56
Configure the Cluster for Cisco Finesse 56
Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications 57
Unified Communications Manager License 58
Generate and Register License 58
Install License 59
Activate Services 59
PART III
Configuration 61
CHAPTER 7
Configure Cisco Unified Contact Center Enterprise Data Server 63
Cisco Unified Contact Center Enterprise Data Server Configuration 63
Configure SQL Server for CCE Components 63
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Configure the Domain Manager 64
CHAPTER 8
Initialize Cisco Packaged Contact Center Enterprise Deployment 65
Initialize the Packaged CCE Deployment Type 65
Automated Initialization Tasks for Components 67
Set System-Level Settings 68
CHAPTER 9
Configure Cisco Unified Contact Center Enterprise Call Server 69
Cisco Unified Contact Center Enterprise Call Server Configuration 69
Add PIMs to the Media Routing Peripheral Gateway 69
CHAPTER 10
Configure Cisco Unified Customer Voice Portal 71
Cisco Unified Customer Voice Portal Configuration 71
Configure Gateways 71
Transfer Unified CVP Scripts and Media Files 72
Unified Customer Voice Portal Licenses 72
Generate a License 72
Transfer License Files for Unified CVP Server 73
Configure SNMP 74
Configure SIP Server Groups 74
Configure Dialed Number Patterns 75
CHAPTER 11
Configure Cisco Unified Customer Voice Portal Reporting Server 77
Cisco Unified Customer Voice Portal Reporting Server Configuration 77
Transfer License File for the Unified CVP Reporting Server 77
Obtain Cisco Unified Customer Voice Portal Report Templates 78
Create Data Source for Cisco Unified CVP Report Data 78
Import Unified CVP Report Templates in Unified Intelligence Center 80
CHAPTER 12
Configure Cisco IOS Enterprise Voice Gateway 81
About Ingress and VXML Gateway Configuration 81
Common Configuration for the Ingress Gateway and VXML Gateway 81
Configure Ingress Gateway 82
Configure VXML Gateway 85
Configure A-law Codec for Ingress and VXML Gateways 87
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Configure Ingress Gateway 87
Configure VXML Gateway 88
CHAPTER 13
Configure Cisco Unified Communications Manager 89
Cisco Unified Communications Manager Configuration 89
Configure Fully Qualified Domain Name 90
Configure Cisco Unified Communications Manager Groups 90
Configure Conference Bridges 90
Configure Media Termination Points 91
Transcoder Configuration in Unified CM and IOS Gateway 91
Configure Transcoders 92
Configure the CVP Call Server Dial Peers in Ingress Gateway 92
Configure Media Resource Groups 92
Configure and Associate Media Resource Group List 93
Configure CTI Route Point 93
Configure Ingress Gateways for Locations-based Call Admission Control 94
Configure Route Group 94
Configure Route List 95
Configure Route Pattern 95
Add a SIP Profile in Unified CM 95
Configure Trunk 96
CHAPTER 14
Configure Cisco Unified Intelligence Center 97
Cisco Unified Intelligence Center Configuration 97
Configure Unified Intelligence Center Data Sources for External AW-HDS-DDS 97
Download Report Bundles 98
Import Report Bundles 99
Configure Unified Intelligence Center Administration 100
CHAPTER 15
Configure Cisco Finesse 101
Cisco Finesse Configuration 101
Configure Contact Center Agents and Routing for Live Data Reports 101
Disable Agent Queue Statistics Gadget in Default Desktop Layout 102
Live Data Reports 102
Prerequisites for Live Data 102
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Add Live Data Reports to Finesse 103
Add Live Data Reports to Default Desktop Layout 103
Add Live Data Reports to Custom Desktop Layout 104
Add Live Data Reports to Team Layout 106
Modify Live Data Stock Reports for Finesse 107
Configure Live Data Reports with Multiple Views 108
CHAPTER 16
Configure IPv6 111
IPv6 Configuration 111
Set Up IPv6 for VOS-Based Contact Center Applications 111
Set Up IPv6 Using Cisco Unified Operating System Administration 112
Set Up IPv6 for VOS-Based Applications Using the CLI 112
Configure NAT64 for IPv6-Enabled Deployments 113
Configure DNS for IPv6 114
Determine IPv6 Translation of IPv4 Address for DNS Entry 114
Configure IPv6 on Unified CVP Call Server 115
Configure Gateways to Support IPv6 115
Configure an Interface to Support IPv6 Protocol Stack 115
Enable ANAT in Ingress Gateway 116
Enable Dual Stack in the Ingress Gateway 116
Configure IPv6 on Unified Communications Manager 116
Cluster-Wide Configuration in Unified CM Administration 116
Transcoding 117
Add a Common Device Configuration Profile in Unified Communications
Manager 117
Associate the Common Device Configuration Profile with Gateway Trunk 117
Associate the Common Device Configuration Profile with an IPv4 or IPv6 Phone 118
Associate a SIP Profile in Unified CM 118
Associate the Dual Stack Common Device Configuration Profile with SIP Trunk 119
Optional External AW-HDS-DDS 121
PART IV
CHAPTER 17
Install and Configure the External AW-HDS-DDS 123
Install and Configure the External AW-HDS-DDS 123
Create an HDS Database for the External AW-HDS-DDS 124
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Configure the External AW-HDS-DDS 124
Configure Unified Intelligence Center SQL User Account on the External AW-HDS-DDS 125
PART V
CHAPTER 18
Version Upgrade 127
Common Ground Upgrade Process 129
Common Ground Upgrade Process 129
CHAPTER 19
Upgrade System Requirements 131
Supported Upgrade Paths 131
NTP Configuration Requirements 131
Preupgrade System Requirements 132
CHAPTER 20
Preupgrade Tasks 133
Preupgrade Tasks 133
Finesse Preupgrade Tasks 135
Download and Install Finesse Upgrade COP File 135
Unified Intelligence Center Preupgrade Tasks 135
Download and Install Unified Intelligence Center Upgrade COP File 135
Download Unified Intelligence Center Install Media 136
Unified CCE Preupgrade Tasks 136
Download the Enhanced Database Migration Tool 136
Unified CVP Preupgrade Tasks 137
Unified CVP Server and Unified CVP OAMP Server Preupgrade Tasks 137
Unified Communications Manager Preupgrade Tasks 137
CHAPTER 21
Prepare Side A for Upgrade 139
Prepare Side A for Upgrade 139
CHAPTER 22
Upgrade Side A 141
Upgrade Side A Tasks 141
Unified CVP Reporting Server Preupgrade Procedures 147
Unified CVP Reporting Server Preupgrade Tasks 147
Unload Data From Reporting Database 148
Uninstall the Unified CVP Component from the Reporting Server VM 148
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Common Software Upgrade Procedures 149
Upgrade VMware vSphere ESXi 149
Upgrade VMware Settings Utility 149
Upgrade to Windows 2012 R2 Standard 150
Upgrade VOS-Based Contact Center Applications from DVD/CD 151
Upgrade VOS-Based Contact Center Applications from a Remote File System 152
Finesse Upgrade Procedures 153
Reinstall Finesse to Support Aligned Partitions 153
Unified Intelligence Center Upgrade Procedures 153
Reinstall Unified Intelligence Center to Support Aligned Partitions 153
Unified Contact Center Enterprise Data Server and External AW-HDS-DDS Upgrade
Procedures 154
Upgrade to SQL Server 2014 154
Upgrade the Unified CCE Data Server Database or External AW-HDS-DDS
Database 155
Run Setup for the Unified CCE Data Server or External AW-HDS-DDS Server 156
Install the Language Pack 156
Cisco Unified Customer Voice Portal Upgrade Procedures 157
Upgrade the Unified CVP Server 157
Upgrade the Unified CVP Operations Console 158
Unified CVP Reporting Server Upgrade Procedures 159
Load Data to Reporting Server Database 159
Save and Deploy the Unified CVP Reporting Server 159
Obtain and Transfer the Upgrade License for Unified CVP 160
Cisco Enterprise Voice Gateway Upgrade Procedures 160
Upgrade the Cisco Voice Gateway IOS Version 160
Unified CCE Call Server Upgrade Procedures 161
Run Setup for the Unified CCE Call Server 161
Run Setup for Cisco CTI OS Server 161
Unified Communications Manager Upgrade Procedures 162
Upgrade Unified Communications Manager License 162
Upgrade JTAPI on the Call Server 162
CHAPTER 23
Cut over from Side B to Side A 165
Cut over from Side B to Side A Tasks 165
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CHAPTER 24
Upgrade Side B 167
Upgrade Side B Tasks 167
CHAPTER 25
Sync Side A and Side B 173
Sync Side A to Side B Tasks 173
Validate Packaged CCE Deployment and Build System Inventory 174
CHAPTER 26
Postupgrade Tasks 177
Postupgrade Tasks 177
Finesse Desktop Layout Postupgrade Tasks 177
Upgrade Call Studio 178
Install Unified Call Studio 179
Initiate Metadata Synchronization for Unified CVP Rest API 179
Synchronize Metadata Files Using Sync-Up Tool 179
APPENDIX A
Reference 181
Simple Network Management Protocol 181
Certificates for Live Data 182
Add Self-Signed Certificates for Live Data 182
Obtain and Upload CA Certificate for Live Data from a Third Party Vendor 183
Produce Certificate Internally 183
Set up Microsoft Certificate Server for Windows 2008 R2 183
Set up Microsoft Certificate Server for Windows Server 2012 R2 184
Download CA certificate 185
Deploy Root Certificate for Internet Explorer 185
Set Up Certificate for Internet Explorer Browser 186
Set Up Certificate for Firefox Browser 187
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Contents
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Preface
• Change History, page xiii
• About This Guide, page xiv
• Audience, page xv
• Related Documents, page xv
• Obtaining Documentation and Submitting a Service Request, page xv
• Field Alerts and Field Notices, page xvi
• Documentation Feedback, page xvi
• Conventions, page xvi
Change History
This table lists and links to changes made to this guide, and gives the dates those changes were made. Earliest
changes appear in the bottom rows.
Change
See
Date
Added the Packaged CCE UCS B-Series
Packaged CCE UCS B-Series Fabric April, 2017
Fabric Interconnects Validation Tool topic. Interconnects Validation Tool, on
page 14
Added statement to use fully qualified
Configure DNS Server, on page 37 June 2016
domain names (FQDNs) in host files. Live
Data requires FQDNs to work properly.
Added support for UCS C240 M4SX.
Create a Virtual Machine from the
OVA, on page 34
February 2016
External AW-HDS-DDS must be able to
connect to the Packaged CCE Side A and
Side B ESXi hosts.
Install and Configure the External
AW-HDS-DDS, on page 123
February 2016
Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 11.0(1)
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Preface
About This Guide
Change
See
Initial Release of Document for Release 11.0(1)
Date
August 2015
Software compatibility information has been http://docwiki.cisco.com/wiki/
moved to the Cisco Packaged CCE Software Compatibility_Matrix_for_
Compatibility Matrix.
Packaged_CCE
Hardware, virtualization, and networking
information has been moved to the
Virtualization for Cisco Packaged CCE.
http://docwiki.cisco.com/wiki/
Virtualization_for_Cisco_Packaged_
CCE
Packaged CCE initialization automatically Configuration, on page 61
performs many system configuration tasks.
Configuration instructions for all
components have changed as part of this
feature.
Packaged CCE supports a new common
ground upgrade process designed for
minimal Contact Center downtime.
Common Ground Upgrade Process,
on page 129
Packaged CCE supports IPv6 connections
for agent and supervisor desktops and
phones.
Configure IPv6, on page 111
Updates for Windows 2012 and component Changes throughout guide
software 11.0(1) releases.
Packaged CCE supports VMware vNetwork Bandwidth Provisioning and Network
Distributed Switch and Cisco Nexus 1000V. QoS Considerations, on page 23
Software Licenses, on page 5
The Golden Template feature and all related Changes throughout guide
instructions have been removed in this
release.
About This Guide
This guide explains how to install, configure, and upgrade Cisco Packaged Contact Center Enterprise (Packaged
CCE).
Packaged CCE is a solution deployment for delivering Cisco Unified Contact Center Enterprise in a virtualized
environment. Packaged CCE requires strict adherence to capacity limits that are detailed in the Cisco Packaged
Contact Center Enterprise Design Guide, available at http://www.cisco.com/en/US/products/ps12586/prod_
technical_reference_list.html. It is mandatory to follow all rules and requirements stated in the Design Guide.
This document does not discuss the Packaged CCE Lab Only deployment. For information about that
deployment, see the Packaged CCE DocWiki at http://docwiki.cisco.com/wiki/Packaged_CCE.
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Preface
Audience
Audience
This guide is prepared for partners and service providers who will be implementing Packaged CCE, who are
familiar with Cisco contact center applications, and who are experienced regarding the deployment and
management of virtual machines using VMware technology.
Related Documents
Subject
Link
Cisco Packaged Contact Center Enterprise
http://www.cisco.com/c/en/us/support/
customer-collaboration/
packaged-contact-center-enterprise/
tsd-products-support-series-home.html
Cisco Unified Contact Center Enterprise
http://www.cisco.com/c/en/us/support/
customer-collaboration/
unified-contact-center-enterprise/
tsd-products-support-series-home.html
Cisco Unified Communications Manager
http://www.cisco.com/c/en/us/support/
unified-communications/
unified-communications-manager-callmanager/
tsd-products-support-series-home.html
Cisco Unified Intelligence Center
http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-intelligence-center/
tsd-products-support-series-home.html
Cisco Finesse
http://www.cisco.com/c/en/us/support/
customer-collaboration/finesse/
tsd-products-support-series-home.html
Customer Voice Portal
http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-customer-voice-portal/
tsd-products-support-series-home.html
Obtaining Documentation and Submitting a Service Request
For information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a service
request, and gathering additional information, see What's New in Cisco Product Documentation.
To receive new and revised Cisco technical content directly to your desktop, you can subscribe to the What's
New in Cisco Product Documentation RSS feed. RSS feeds are a free service.
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Preface
Field Alerts and Field Notices
Field Alerts and Field Notices
Note that Cisco products may be modified or key processes may be determined important. These are announced
through use of the Cisco Field Alert and Cisco Field Notice mechanisms. You can register to receive Field
Alerts and Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile
to receive announcements by selecting all products of interest. Log into www.cisco.com; then access the tool
at:
http://www.cisco.com/cisco/support/notifications.html
Documentation Feedback
To provide comments about this document, send an email message to the following address:
[email protected]
We appreciate your comments.
Conventions
This document uses the following conventions:
Convention
Description
boldface font
Boldface font is used to indicate commands, such as user entries, keys, buttons,
and folder and submenu names. For example:
• Choose Edit > Find.
• Click Finish.
italic font
Italic font is used to indicate the following:
• To introduce a new term. Example: A skill group is a collection of agents
who share similar skills.
• A syntax value that the user must replace. Example: IF (condition, true-value,
false-value)
• A book title. Example: See the Cisco Unified Contact Center Enterprise
Installation and Upgrade Guide.
window font
Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays. Example:
<html><title>Cisco Systems, Inc. </title></html>
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Conventions
Convention
Description
< >
Angle brackets are used to indicate the following:
• For arguments where the context does not allow italic, such as ASCII output.
• A character string that the user enters but that does not appear on the window
such as a password.
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PART
I
Preparation
• System Requirements, page 3
• Prepare Customer Site Servers, page 7
• Network Design Considerations, page 23
CHAPTER
1
System Requirements
• Solution Components, page 4
• VMware Hosting and Hardware Support, page 5
• Software Compatibility, page 5
• Software Licenses, page 5
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Solution Components
Solution Components
Cisco Packaged CCE contact center applications are:
The Cisco Unified CCE Call Server functions as the call router and makes all routing decisions. The
Unified CCE Call Server also acts as the Peripheral Gateway and as the CTI OS object server.
The Cisco Unified CCE Data Server functions as the logger and stores contact center configuration
data and reporting data. The Unified CCE Data Server also serves as the Administration and Realtime
data server (or AW).
The Cisco Unified Customer Voice Portal (CVP) Server provides prompting, queuing, and call
control. The Unified CVP Server combines the Call Server, Media Server, and VXML server
functionality. This guide refers to the server as the Unified CVP Server.
The Cisco Unified Communications Manager Server functions as the call processing component.
The Publisher stores the read-write database. Devices such as phones and gateways register to the
Subscribers.
The Cisco Unified CVP OAMP Server maintains the Unified CVP cluster.
The Cisco Unified CVP Reporting Server collects information from Unified CVP components and
makes that information available to Cisco Unified Intelligence Center.
Cisco Unified Intelligence Center is a web-based reporting application that generates real-time and
historical reports for Unified Contact Center Enterprise and Cisco Unified CVP. Unified Intelligence
Center includes the Live Data VOS services. Live Data is a stream processing system that aggregates
and processes the events in-stream and publishes the information. Unified Intelligence Center subscribes
to the message stream to receive the events in real-time and continuously update the Live Data reports.
Cisco Finesse is a browser-based agent and supervisor desktop.
The VMs for these applications must be on the Side A and Side B servers as indicated below:
SIDE A Required VMs
SIDE B Required VMs
Unified CCE Call Server
Unified CCE Call Server
Unified CCE Data Server
Unified CCE Data Server
Unified CVP Server 1A
Unified CVP Server 1B
Unified CVP Server 2A
Unified CVP Server 2B
Unified CVP OAMP Server
—
Unified Intelligence Center Publisher
Unified Intelligence Center Subscriber
Finesse Primary
Finesse Secondary
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VMware Hosting and Hardware Support
Unified Communications Manager Publisher and Subscribers must be part of the deployment. They can be
VMs on Side A and Side B, or they can be configured as external machines. The Unified CVP Reporting
Server VM is optional.
Note
SIDE A Other VMs
SIDE B Other VMs
Unified Communications Manager Publisher
Unified Communications Manager Subscriber 2
Unified Communications Manager Subscriber 1
Unified CVP Reporting Server (optional)
You cannot have any additional VMs on the Packaged CCE VMware hosts, even if you are using an
external Unified Communications Manager cluster.
VMware Hosting and Hardware Support
See the Virtualization for Cisco Packaged CCE at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_
Packaged_CCE for the supported Cisco UCS C-Series and B-Series servers for Packaged CCE fresh installs
and upgrades, and supported VMware vSphere ESXi versions.
Software Compatibility
See the Cisco Packaged CCE Software Compatibility Matrix at http://docwiki.cisco.com/wiki/Compatibility_
Matrix_for_Packaged_CCE for version compatibility information for following products:
• Cisco Systems Contact Center required and optional components
• Endpoints for agents and callers
• Cisco gateway hardware and software
• Third-party software
Software Licenses
Software License
or PAK
Quantity
Included
with
Packaged
CCE license
SKU?
Required?
Details
Unified CVP
4 PAKs
Yes
Yes
1 PAK for each of the four required Unified CVP Servers.
Yes
Yes
1 PAK to be applied to the Unified Intelligence Center Publisher
on Side A.
Unified
1 PAK
Intelligence Center
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Software Licenses
Software License
or PAK
Quantity
Included
with
Packaged
CCE license
SKU?
Required?
Details
Unified Call Studio 2 PAKs
Yes
Yes
1 PAK for each Unified Call Studio workstation.
Unified CVP
Reporting Server
1 or 2
PAKs
No
No
Maximum of 2 additional Unified CVP PAKs; 1 PAK for each
optional Unified CVP Reporting Server.
Microsoft
Windows Server
2012 R2
9 - 13
No
Yes
1 Virtual OS license for each of the required Unified CCE Call and
Data Servers = 4 licenses.
1 Virtual OS license for each of the 4 required Unified CVP Servers
= 4 licenses.
1 Virtual OS license for the Unified CVP OAMP Server = 1 license.
1 additional Windows Server Virtual OS licenses each of the
optional Unified CVP Reporting Servers (one on-box and one
external) = up to 2 licenses.
1 additional Windows Server Virtual OS license for each optional
External AW-HDS-DDS = up to 2 licenses.
For more information on Microsoft Windows Server
Licensing options, please contact Microsoft or your
authorized Microsoft reseller.
1 license for each Data Server = 2 licenses.
Note
Microsoft SQL
Server 2014
2-4
licenses
No
VMware vSphere
Standard or
Enterprise ESXi
1 license
per CPU
No
Yes
1 additional licenses for each optional External AW-HDS-DDS =
up to 2 licenses.
Yes
For more information, see the Virtualization for Cisco Packaged
CCE at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_
Packaged_CCE.
VMware vSphere Enterprise Plus is required for vNetwork
Distributed Switch or Cisco Nexus 1000V support.
VMware vCenter
1 license
No
No
Required for customer deployments using VMware vNetwork
Distributed Switch or the Cisco Nexus 1000V.
VMware vCenter version must be equal or greater than the vSphere
ESXi host versions managed.
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CHAPTER
2
Prepare Customer Site Servers
• Prepare Customer Site Servers, page 7
• Prepare Cisco UCS C-Series Customer Site Servers, page 7
• Prepare Cisco UCS B-Series Customer Site Servers, page 10
• NTP and Time Synchronization, page 20
Prepare Customer Site Servers
Perform all the procedures in this section on the Side A and the Side B servers.
Prepare Cisco UCS C-Series Customer Site Servers
Configure RAID for the C240 M3S TRC#1
Note
If you are using the C240 M4SX server, manually configuring RAID is not necessary.
For each array created using this procedure, use the following settings:
• Stripe size: 128KB
• Read Policy: Read Ahead Always
• Write Policy: Write Back with BBU
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Prepare Cisco UCS C-Series Customer Site Servers
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Power on the UCS server, making sure that Quiet Boot is disabled in BIOS.
Press Ctrl-H during the initial startup sequence to enter the MegaRAID BIOS configuration utility.
Click Start.
Select Configuration Wizard on the left panel. Click New Configuration. Then click Next.
At the prompt to clear the configuration, click Yes.
Select Manual Configuration. Then click Next.
On the next screen, in the left panel, add the first eight drives to create Drive Group0 as follows:
a) Select drives 1 - 8.
b) Click Add to Array.
c) Click Accept DG.
Step 8
Add the remaining eight drives to create Drive Group1 as follows:
a) On the left panel, select drives 9 - 16.
b) Click Add to Array.
c) Click Accept DG.
d) Click Next to accept the Drive Group.
Step 9
Add Drive Group0 to a span as follows:
a) Select Drive Group0.
b) Click Add to Span.
c) Click Next.
Step 10 Configure RAID for Drive Group0 as follows:
a) For RAID Level, select RAID 5.
b) For Stripe Size, select 128KB.
c) For Read Policy, select read ahead = always.
d) For Write Policy, select write back with bbu.
e) Click Update Size to finalize the RAID volume and to determine the size of the resulting volume. It
resolves to 1.903TB
f) Click Accept to accept the virtual drive definition, VD0.
g) Click Next.
h) Click Back to add the second RAID 5 array.
Step 11 Click Back to add the second RAID 5 array as follows:
a) Select Drive Group1.
b) Click Add to Span.
c) Click Next.
Step 12 At the RAID Selection screen:
a) For RAID Level, select RAID 5.
b) For Stripe Size, select 128KB.
c) For Read Policy, select read ahead = always.
d) For Write Policy, select write back with bbu.
e) Click Update Size. The size resolves to 1.903TB.
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f) Click Accept to accept the virtual drive definition, VD1.
Step 13
Step 14
Step 15
Step 16
Step 17
Step 18
Step 19
Click Yes at the BBU warning screen.
Click Next at the Virtual Live Definition screen to indicate that you have finished defining virtual drives.
Click Accept at the Configuration Preview screen to accept the RAID configuration.
Click Yes to save the configuration.
Click Yes to start drive configuration.
Click Home to exit the Wizard when both drives report their status as Optimal.
Click Exit.
After RAID configuration is complete on the drives, the system may try to initialize (format) the new RAID
array. In this event, the current initialization progress can be seen from the Web BIOS screen. Wait for the
background initialization to complete before proceeding with any of the subsequent server configuration steps
such as installing ESXi.
You can check background initialization progress on either the Web BIOS Home screen or Virtual Drives
screen.
Install VMware vSphere ESXi
Packaged CCE uses standard VMware vSphere ESXi installation procedures. See the VMware documentation
at https://www.vmware.com/support/pubs/ for the vSphere ESXi version supported with the release of Packaged
CCE you are installing.
For Packaged CCE, ESXi must be installed on the first drive as the default boot drive for the server. Packaged
CCE has no unique requirements.
Add the Datastores to the Host Server
After installing vSphere ESXi, add the remaining datastores. Refer to the vSphere Storage Guide for the
vSphere ESXi version in your deployment, available at https://www.vmware.com/support/pubs/.
Required datastores are dictated by the hardware platform used. Cisco UCS C-Series servers require a fixed
and validated configuration. UCS B-Series may have a variable number of LUNs on the SAN provisioned to
meet Packaged CCE IOPS requirements.
See the Virtualization for Cisco Packaged CCE at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_
Packaged_CCE for IOPs requirements.
Add the Customer ESXi Host to the vCenter
Refer to the vCenter Server and Host Management documentation at https://www.vmware.com/support/pubs/
Customers without vCenter can install on management desktops to administer the Packaged CCE servers.
Run the RAID Config Validator Utility
After you set up RAID configuration and add the datastores, run the RAID Config Validator utility to ensure
that your datastore configuration is correct.
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Before You Begin
To run the utility, Java 7 (any update) must be installed. Java 8 and later releases are not supported.
Procedure
Step 1
Step 2
Step 3
Download the Packaged CCE RAID Config Validator utility from the Packaged CCE Download Software
> Deployment Scripts page at http://software.cisco.com/download/type.html?mdfid=284360381&i=rm.
Extract the zip file locally.
Open the Windows command prompt and change to the directory where you downloaded the file.
Enter this command to run the tool: java -jar PackagedCCEraidConfigValidator-<version>.jar <IP
Address of the Side A ESXi host> <username> <password>
For example:
C:\Users\Administrator\Desktop>java -jar PackagedCCEraidConfigValidator-11.0.jar xx.xx.xxx.xxx
userName password
Messages appear on the monitor to show that the validation is starting. You then see an indication of a valid
or invalid configuration.
Step 4
If your configuration is valid, repeat step 2. Enter the IP address of the Side B server instead of the Side A
server.
What to Do Next
If the utility reports an invalid configuration, you must recreate the RAID configuration. To do this, reset the
RAID configuration, re-install ESXi, and then re-run the RAID Config Validator utility to re-validate the
configuration.
RAID configuration errors include:
• Non-supported server found or used.
• Incorrect number of datastores found.
• Incorrect sizes set for the datastores.
Prepare Cisco UCS B-Series Customer Site Servers
Before you complete the configuration steps in this section, the customer site UCS B-Series must be installed,
configured, and operational.
For additional information and guidance on UCS B-Series installation and configuration, refer to the UCS
B-Series documentation (http://www.cisco.com/c/en/us/products/servers-unified-computing/product-listing.html)
or your Cisco Data Center Unified Computing Authorized Technology Provider.
This section includes only specific configuration requirements for Packaged CCE deployments on the UCS
B-Series platform. Customers may have varying design and configuration needs due to their data center
requirements and infrastructure. However, all configurations must meet the Packaged CCE requirements for
high availability. For example, the design must not create the potential for a single point of failure, which can
adversely impact the operation of Cisco call processing applications.
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Note
All UCS hardware configuration examples in this section use the Cisco UCS Manager GUI. You can also
use the UCS Manager CLI or API.
Fabric Interconnect Requirements
Ethernet Mode
The Fabric Interconnects' Ethernet Mode must be set to End Host.
Ethernet Uplinks
Cisco UCS Fabric Interconnect Ethernet uplinks (Uplink Ports) for Packaged CCE are required to be 10G,
with each Fabric Interconnect cross-connected to two common-L2 data center switches. The uplinks can be
in a single-link, Port-Channel (EtherChannel), vPC or VSS (MEC) uplink topology.
If any Port-Channel uplink are used, corresponding Port-Channel must be created in UCS Manager, where
the ID of the Port-Channel matches that on the data center switch.
If Port-Channel uplinks to data center switches are used, the UCS B Series Fabric Interconnects support only
Link Aggregation Control Protocol (LACP). Ensure that the data center switch and Port-Channels are configured
for, and support, LACP. This requirement also applies to vPC and VSS Port-Channels.
FC Mode
Both End Host and Switching modes are supported. End Host is the default for FC and FCoE NPIV with a
supported FC Switch. Switching mode requires FC Zoning to be configured in the Fabric Interconnects. Refer
to UCS Fabric Interconnect documentation for more information on these modes and use cases, and to specific
SAN switch and SAN controllers vendor documentation as necessary. UCS Fabric Interconnect documentation
is available at http://www.cisco.com/c/en/us/products/servers-unified-computing/
ucs-6200-series-fabric-interconnects/index.html.
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FC Storage Port and FCoE Uplinks
Packaged CCE supports all FC and FCoE connected SAN topologies as supported by the UCS Fabric
Interconnects, provided that all storage redundancy, latency, IO and bandwidth requirements are met.
Note
If direct-attach SAN is used, qualified direct-attach FC and FCoE storage vendors are currently limited
to EMC, Hitachi Data Systems, and NetApp. Please refer to the latest Cisco UCS hardware compatibility
list for the most current qualified vendors and models, at http://www.cisco.com/en/US/products/ps10477/
prod_technical_reference_list.html.
QoS System Class and QoS Policy
Unified CM and CCE applications set L3 QoS DSCP (AF/CS), which is not handled by the Fabric Interconnects;
Fabric Interconnects are not L3 aware. Packaged CCE does not require specific QoS System Class or QoS
Policy settings for VMware vSwitches.
Cisco UCS B-Series Blade Requirements
Cisco UCS Manager uses Pools, Policies and Templates which are collected in a Service Profiles Template
and applied to a blade as a Service Profile.
Packaged CCE does not have any specific requirements for the blade Service Profile or Service Profile
Templates, other than the vNIC and vHBA requirements to conforming to network VLAN and FC/FCoE
VSAN requirements (see vNIC Requirements, on page 12 and vHBA Requirements, on page 13).
For consistent and verifiable configuration and conformance of server configurations, use vNIC, vHBA and
Service Profile Templates.
For more detail on UCS blade configuration and service profiles and templates, refer to the appropriate Cisco
UCS Manager documentation.
vNIC Requirements
Packaged CCE requires that you configure a minimum of two vNIC Ethernet interfaces on the UCS B-series
blade. You must assign each of these two interfaces to alternate Fabric Interconnects for redundancy.
Do not enable Fabric Failover for any Packaged CCE host vNIC interfaces.
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The VMware VMKernel and Management interface is allowed to share the same vNICs with Packaged CCE.
This table is an example of collapsed vNIC interfaces for all VLANs:
vNIC
VLANS
Fabric
eth0
PCCE Visible (Active) A
PCCE Private
(Standby)
VMware Kernel &
Management (Active)
Default VLAN (Active)
Other Management
(Active)
eth1
PCCE Visible
(Standby)
Notes
Active and Standby are denoted
to show the reference design for
traffic flow through these vNICs
as aligned to Fabric
Interconnects as controlled in
the VMware layer. See the UCS
B Series Networking section for
more details.
B
PCCE Private (Active)
VMware Kernel &
Management (Standby)
Default VLAN
(Standby)
Other Management
(Standby)
Note
Networks other than the Packaged CCE Visible and Private networks are not required to be set to
Active/Standby, as shown in the table. They can be set to Active/Active (no override), or assigned as
needed to distribute load evenly across the infrastructure.
vHBA Requirements
You must configure a minimum of two vHBA FC interfaces on the UCS B-series blade. You must assign
each of these two interfaces to alternate Fabric Interconnects for redundancy.
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These FC vHBAs can be used for either FC or FCoE connected SAN. Cisco UCS best practice is to use a
different VSAN for each Fabric Interconnect (A/B) path to the SAN, but common VSAN is also supported.
Common (as depicted) or separate vHBA interfaces may be used for Packaged CCE datastores and ESXi
Boot from SAN storage path.
Packaged CCE UCS B-Series Fabric Interconnects Validation Tool
Packaged CCE UCS B-Series Fabric Interconnects Validation Tool
This tool performs checks on currently deployed UCS B-Series Fabric Interconnect clusters to determine
compliance with Packaged CCE requirements. If Packaged CCE will be deployed on two separate UCS B
Series Fabric Interconnect clusters, run the tool for each cluster.
Note
To run this tool, Java 7 (any update) must be installed.
In addition to running this tool, see Virtualization for Cisco Packaged CCE at http://docwiki.cisco.com/wiki/
Virtualization_for_Cisco_Packaged_CCE and the Cisco Packaged Contact Center Enterprise Design Guide
at http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/
products-technical-reference-list.html to ensure full compliance.
To begin, download this file:
UCSValidatorTool-<version>.zip
Where <version> indicates the version of the tool you intend to install.
Once downloaded, follow these instructions to run the tool:
Procedure
Step 1
Step 2
Step 3
Unzip the UCSValidatorTool zip file to create a UCSValidatorTool directory.
Change to the UCSValidatorTool directory.
Run "java -jar UCSValidatorTool.jar".
The tool requests the following information:
• Company name (Required to generate the PDF filename using Company Name)
• IP Address of UCS Manager
• HTTPS (yes/no)
• Port (defaults to 80 for HTTP/443 for HTTPS)
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• Username: Read-only credentials to UCS Manager
• Password
The following shows an example of the prompts.
Welcome to the Unified Computing System Verification Utility (version 10.5.1.0).
This tool will validate the UCS Fabric Interconnects for Packaged CCE requirements.
Enter company name: Cisco Systems Inc.
Enter UCS Manager cluster IP address: <ip-address-of-UCS-manager>
Use HTTPS? Yes/No: > (n[o]=80; y[es]=443)y
Port: [443]<port-number>
Enter UCS Manager access information with read privilege:
Username: <your-username>
Password: ****
Processing ........
After the validation process is complete, a summary of the pass/fail test results is displayed on the console,
and output as both a log file (results/ucsValidation.log) and as a PDF file
(Company-Name-date.pdf).
Requirement Validation Rules
The following table provides a detailed explanation of the UCS B-Series requirements validated by this tool.
Table 1: Requirement Validation Rules
Category
Type
Requirements
Fabric
Interconnect
Count
Two matching Fabric Interconnects (HA)
Ethernet Mode
Mode must be End Host
UCS Manager
Version 2.2(1) or later.
A higher version than this may be required depending on
the version of ESXi that you installed. Use the UCS
Hardware and Software Compatibility tool to help you select
the appropriate version. The tool can be found here:
https://ucshcltool.cloudapps.cisco.com/public/
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Category
Type
Requirements
Ethernet Uplinks
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Category
Type
Requirements
The Fabric Interconnect rule:
Checks all Ethernet uplinks for one set that passes the
following requirement validation rules.
• Uplink Ethernet interface speed must be 10, 20, or 40
Gbps
• For Uplink Eth Interfaces:
◦Two or more (even, by two's) per Fabric
Interconnect with common VLAN(s) (for
grouping of ports across Fabric Interconnects differentiate grouping if disjoint-L2)
◦Four or more (even, by four's) per Fabric
Interconnect pair grouped by common VLAN(s)
• For Port Channels:
◦One or more Port Channels per Fabric
Interconnect
◦Two or more Port Channels (even by two's) per
Fabric Interconnect pair matched by common
VLAN(s)
◦Two or more member Ethernet ports (even,
by two's) per Port Channel
◦VLAN matched Port Channel pairs must
have 4 or more (even, by four's) member
Ethernet interfaces in total
Caveats:
• Even though Packaged CCE does not support splitting
the Public and Private VLANs over disjoint-L2
uplinks, this tool examines each disjoint-L2 uplink set
and provides pass/fail results. If any one set of uplinks
is found to meet the requirements, the rule will pass
even if others fail. In this case (as the tool is
pre-deployment), if an uplink set that failed the rule
is intended for Packaged CCE VLANs, it must be
corrected to meet requirements for support.
• The tool does not connect to or inspect the upstream
data center switches to confirm the following
requirements:
◦Fabric Interconnect pair cross-connected to
upstream data center switch pair
◦Data center switch pair Ethernet interface ports
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Category
Type
Requirements
properly configured for standard, EtherChannel,
vPC, or VSS uplink designs
◦Data center switch pair Ethernet interface ports
properly configured for Virtual Switch VLAN
Tagging (802.1q)
IO Model
(Fabric
Extender)
Count
The IO Model (Fabric Extender) rule:
• Checks for two matching IO Modules on each blade
chassis (minimum one required),
Caveats:
• This rule does not validate whether or not the two IO
Modules are correctly connected to different Fabrics
Interconnects (one to A and the other to B). However,
the tool and output PDF does include the connection
information for each IO Module (as shown in the
following example).
Rule: IO Module count and models should match
design. Result: Pass
Details: --- Supported Chassis Configuration --Chassis 1 PID
N20-C6508 Serial FOX1721GCRG IO Module 1 PID
UCS-IOM-2208XP Fabric
ID A IO Module 2 PID UCS-IOM-2208XP Fabric ID B
• This rule does not validate that each IO Module has a
minimum of two ports connected to its paired Fabric
Interconnect as required.
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Category
Type
Requirements
SAN Hardware
and Transport
Type and Data Rate
The SAN Hardware and Transport rule:
Checks all FC uplink types for one set of FC uplinks that
pass the following requirement validation rules.
• FC port speed must be 2, 4, or 8 Gbps
• FCoE port speed must be 10, 20, or 40 Gbps
• For FC ports:
◦One or more per Fabric Interconnect
• For FCoE ports:
◦Two or more (even, by two's) per Fabric
Interconnect
• Number of FC and/or FCoE port channels must match
on Fabric Interconnect pair (must be symmetrical)
◦Two or more FC member ports per Fabric
Interconnect
◦Two or more FCoE member ports (even, by
two's) per Fabric Interconnect
Caveats:
• This rule does not match FC or FCoE port counts
between Fabric Interconnects (though this may be
required for a given SAN design).
• It does not validate any specific Cisco UCS and SAN
switch and SAN controller supported designs.
• It does not inspect FC or FCoE VSAN memberships
for uplink grouping.
• It does not inspect the FC Mode to validate uplinks
for internal versus external NPV/NPIV designs.
The following table provides a detailed explanation of the UCS B-Series requirements not validated by this
tool.
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NTP and Time Synchronization
Table 2: Requirements Not Validated by the Tool
Category
Requirement
UCS Blade
Server
UCS blade specification must match one of the following:
• B200 M3 TRC#1: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_
Hardware#B200_M3_TRC.231
• B200 M4 TRC#1: http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_
Hardware#B200_M4_TRC.231
Note: B200 M4 TRC#1 is supported for Release 11.0(1) and later only.
Storage and Ethernet interface requirements:
• Two vHBAs, alternately pinned to Fabric A and B
• Two vNICs, alternately pinned to Fabric A and B
• No Fabric Failover enabled on vNICs
UCS SAN HCL The following SAN components (as applicable) must be on the UCS HCL for the version
of UCS Manager firmware used:
• FC SAN switch
• SAN controller
SAN LUN
SAN LUNs must:
• Meet the IOPS requirements
• Meet the storage latency requirement
VMware
vSphere ESXi
The tool does not connect to or check any vSphere ESXi specific requirements.
For more UCS HCL resources, see:
• http://www.vmware.com/resources/compatibility/search.php
• http://www.cisco.com/c/en/us/support/servers-unified-computing/unified-computing-system/
products-technical-reference-list.html
NTP and Time Synchronization
Packaged CCE requires that all parts of the solution have the same time. While time drift occurs naturally, it
is critical to configure NTP to keep solution components synchronized.
To prevent time drifts on Live Data reports, the NTP settings on the Data Server VMs, the Call Server VMs,
and on the Cisco Unified Intelligence Center Publisher and Subscriber VMs must be synchronized.
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For Cisco UCS B-series servers, you also must set the time zone and NTP Time Server using the UCS Manager.
See Set Time Zone and NTP Time Server for Cisco UCS B-Series Servers, on page 22 for more information.
Windows Active Directory Domain
The Windows Active Directory PDC emulator master for the forest in which the Packaged CCE domain
resides (whether same, parent, or peer) must be properly configured to use an external time source. This
external time source should be a trusted and reliable NTP provider, and if already configured for the customer's
forest, must be used (and useable) as same source for all other applications as detailed in this section for the
Packaged CCE solution.
See the following references for properly configuring Windows Active Directory Domain for NTP external
time source:
• How to configure an authoritative time server in Windows Server.
Note
Do not use the "Fix it for me" function in this article.
• AD DS: The PDC emulator master in this forest should be configured to correctly synchronize time
from a valid time source.
Microsoft Windows Server Domains do not automatically recover or fail over the authoritative internal time
source for the domain when the PDC emulator master server is lost, due to hardware failure or otherwise.
This article, Time Service Configuration on the DCwith PDC Emulator FSMO Role, helps describe how you
must additionally configure the new target server to be the authoritative internal time source for the domain.
It also covers manual intervention to recover and seize or reassign the PDC FSMO role to another domain
controller.
Windows Components in the Domain
Windows hosts in the domain are automatically configured to synch their time with a PDC emulator, whether
by the PDC emulator master with authoritative internal time source or chained from same in the domain forest
hierarchy.
Windows Components Not in the Domain
Use the following steps to set NTP time source for a Windows Server that is not joined to a domain:
1 In the Command Prompt window, type the following line and press ENTER: w32tm /config
/manualpeerlist:PEERS /syncfromflags:MANUAL
Note
Replace peers with a comma-separated list of NTP servers.
2 Restart the w32time service: net stop w32time && net start w32time.
3 Synch w32time service with peers: w32tm /resync.
4 Use the following Service Control command to ensure proper start of the w32time service on any reboot
of the server: sc triggerinfo w32time start/networkon stop/networkoff.
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Cisco Integrated Service Routers
Cisco IOS Voice Gateways must be configured to use the same NTP source for the solution in order to provide
accurate time for logging and debugging. See Basic System Management Configuration Guide, Cisco IOS
Release 15M&T: Setting Time and Calendar Services.
VOS Components
Components such as Unified Intelligence Center, Finesse, Social Miner, and Unified Communications Manager
must point to the same NTP servers as the domain authoritative internal time source.
CLI commands for NTP Servers
While NTP servers are typically specified at install time, here a few commands you can use from the platform
cli of the above listed components, to list, add and remove ntp servers. From the platform CLI:
• To list existing ntp servers: utils
ntp servers list
• To add an additional ntp server: utils
ntp server add <host or ip address to add>
• To delete an existing ntp server: utils
Press Enter.
ntp server delete (row number of the item to delete).
ESXi Hosts
All Packaged CCE ESXi hosts (including those for optional components), must point to the same NTP server(s)
used by the Windows domain PDC emulator master as the their external time source.
Set Time Zone and NTP Time Server for Cisco UCS B-Series Servers
Set the time zone and NTP Time server for UCS B-series server in the UCS Manager.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Admin tab in UCS Manager, select Stats Mangement > Time Zone Management.
Select the Time Zone from the down-down menu.
Click Add NTP Time Server.
Enter the IP address of the NTP Time Server, and click OK.
Click Save.
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CHAPTER
3
Network Design Considerations
• Network Design Considerations, page 23
• Bandwidth Provisioning and Network QoS Considerations, page 23
Network Design Considerations
See the Virtualization for Cisco Packaged CCE at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_
Packaged_CCE for network design requirements and considerations for Cisco UCS C-Series and B-Series
servers.
Bandwidth Provisioning and Network QoS Considerations
Your Wide Area Network must support QoS. For details, refer to the Bandwidth Provisioning and QoS
considerations section in the Cisco Unified Contact Center Enterprise Design Guide. at http://www.cisco.com/
en/US/partner/products/sw/custcosw/ps1844/products_implementation_design_guides_list.html.
For bandwidth provisioning information for video calls, refer to the "Cisco Collaboration Solutions Design
and Deployment Sizing Considerations" chapter of the Cisco Collaboration System Solution Reference Network
Designs, at http://www.cisco.com/c/en/us/support/unified-communications/
unified-communications-manager-callmanager/tsd-products-support-series-home.html.
For bandwidth provisioning information for Cisco MediaSense video playback, refer to the "Scalability and
Sizing" chapter of the Cisco MediaSense Design Guide, at http://www.cisco.com/c/en/us/support/
customer-collaboration/mediasense/tsd-products-support-series-home.html.
For Nexus 1000V QoS provisioning information and example configuration, see the Virtualization for Cisco
Packaged CCE at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE.
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PART
II
Installation
• Create Virtual Machines for Components, page 27
• Tasks Common to Virtual Machines, page 33
• Software Installations for Components, page 41
CHAPTER
4
Create Virtual Machines for Components
• About Creatings VMs, page 27
• Create VM for Cisco Unified Contact Center Enterprise Call Server, page 27
• Create VM for Unified Contact Center Enterprise Data Server, page 28
• Create VMs for the Cisco Unified Customer Voice Portal Servers, page 29
• Create VM for Cisco Unified CVP Reporting Server, page 29
• Create VM for Cisco Unified Communications Manager Publisher, page 30
• Create VM for Cisco Unified Communications Manager Subscriber, page 30
• Create VM for Cisco Finesse Primary, page 31
• Create VM for Cisco Finesse Secondary, page 31
• Create VM for Cisco Unified Intelligence Center Publisher, page 32
• Create VM for Cisco Unified Intelligence Center Subscriber, page 32
About Creatings VMs
This chapter explains the sequence of tasks for creating virtual machines on each host server.
The sequence is:
1 Download the OVA files. See Open Virtualization Files, on page 33.
2 Create VMs (this chapter).
3 After you create all the VMs, perform initial configuration. See Configuration, on page 61.
Create VM for Cisco Unified Contact Center Enterprise Call Server
Follow this sequence of tasks to create a virtual machine for the Unified CCE Call Server on Side A and Side
B.
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Sequence Task
1
Using CCE-PAC-MI-CCE.ova, Create a Virtual Machine from the OVA, on page 34.
Select CCE Call Server from the drop-down list.
2
Install Microsoft Windows Server, on page 41
3
Install VMware Tools, on page 43
4
Configure Network Adapters for Unified CCE Call Server and Unified CCE Data Server, on
page 44
5
Install Antivirus Software, on page 38
6
Set Persistent Static Routes, on page 45
7
Run Windows Updates, on page 45
8
Install Cisco Unified Contact Center Enterprise, on page 49
Create VM for Unified Contact Center Enterprise Data Server
Follow this sequence of tasks to create a virtual machine for the Unified CCE Data Server on Side A and Side
B.
Sequence Task
1
Using CCE-PAC-MI-CCE.ova, Create a Virtual Machine from the OVA, on page 34.
Select CCE Database Server from the drop-down list.
2
Install Microsoft Windows Server, on page 41
3
Install VMware Tools, on page 43
4
Configure Network Adapters for Unified CCE Call Server and Unified CCE Data Server, on
page 44
5
Install Antivirus Software, on page 38
6
Configure a Database Drive, on page 37
7
Set Persistent Static Routes, on page 45
8
Run Windows Updates, on page 45
9
Install Microsoft SQL Server, on page 46
10
Install Cisco Unified Contact Center Enterprise, on page 49
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Create VMs for the Cisco Unified Customer Voice Portal Servers
Create VMs for the Cisco Unified Customer Voice Portal Servers
Follow this sequence of tasks to create the virtual machines for the Unified CVP Servers and for the Unified
CVP OAMP Server. Each Unified CVP Server combines the Unified CVP Call Server, Media Server, and
VXML Server functionality.
• The Unified CVP Servers are deployed as four virtual machines—two on Side A and two on Side B.
• The Unified CVP OAMP Server is deployed as one virtual machine on Side A.
This process is similar for the Unified CVP Servers and the Unified CVP OAMP Servers—the differences
are selections you make from the OVA drop-down list and in the Select Packages options during the installation.
Sequence Task
1
Using CCE-PAC-M1-CVP.ova, Create a Virtual Machine from the OVA, on page 34.
From the drop-down list:
• Select Cisco Unified CVP Call Server-VXML Server from the drop-down list when
you create the Unified CVP Server VM.
• Select Cisco Unified CVP Operations Console from the drop-down list when you create
the Unified CVP OAMP Server VM.
2
Install Microsoft Windows Server, on page 41
NTP configuration is required if this machine is not in the same domain as the Unified CCE
Call Servers and Data Servers. See NTP and Time Synchronization, on page 20.
3
Install VMware Tools, on page 43
4
Configure Network Adapters for Cisco Unified CVP, on page 50
5
Install Antivirus Software, on page 38
6
Run Windows Updates, on page 45
7
Install Cisco Unified CVP Server, on page 50
Create VM for Cisco Unified CVP Reporting Server
Follow this sequence of tasks to create a virtual machine for the Unified CVP Reporting Server. The Unified
CVP Reporting Server is an optional component and is installed on Side B only.
Sequence Task
1
Using CCE-PAC-M1-CVP.ova, Create a Virtual Machine from the OVA, on page 34.
Select Cisco Unified CVP Reporting Server from the drop-down list.
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Create VM for Cisco Unified Communications Manager Publisher
Sequence Task
2
Install Microsoft Windows Server, on page 41
NTP configuration is required if this machine is not in the same domain as the Unified CCE
Call Servers and Data Servers. See NTP and Time Synchronization, on page 20.
3
Install VMware Tools, on page 43
4
Configure Network Adapters for Cisco Unified CVP, on page 50
5
Install Antivirus Software, on page 38
6
Configure a Database Drive, on page 37
7
Run Windows Updates, on page 45
8
Install Cisco Unified CVP Reporting Server, on page 51
Create VM for Cisco Unified Communications Manager Publisher
Follow this sequence of tasks to create the virtual machine for the Unified Communications Manager Publisher.
Sequence Task
1
Using CCE-PAC-M1-CUCM.ova. Create a Virtual Machine from the OVA, on page 34.
Select 7500 user node from the drop-down list.
2
Configure DNS Server, on page 37
3
Install the Unified Communications Manager Publisher.
See Install Publishers/Primary Nodes of VOS-Based Contact Center Applications, on page 52.
4
Install VMware Tools, on page 43
5
Configure the Cluster for Cisco Unified Communications Manager, on page 55
6
Create a Unified Communications Manager AXL User Account, on page 55
7
Generate and install the Unified Communications Manager License, on page 58.
8
Activate Services, on page 59
Create VM for Cisco Unified Communications Manager Subscriber
Follow this sequence of tasks to create the virtual machine for the Unified Intelligence Center Subscriber.
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Create VM for Cisco Finesse Primary
Sequence Task
1
Using CCE-PAC-M1-CUCM.ova, Create a Virtual Machine from the OVA, on page 34.
Select 7500 user node from the drop-down list.
2
Configure DNS Server, on page 37
3
Install the Unified Communications Manager Subscriber.
See Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications , on page
57.
4
Install VMware Tools, on page 43
5
Generate and install the Unified Communications Manager License, on page 58.
6
Activate Services, on page 59
Create VM for Cisco Finesse Primary
Follow this sequence of steps to create a virtual machine for the Cisco Finesse Primary node on Side A.
Sequence Task
1
Using the CCE-PAC-M1-Finesse.ova, Create a Virtual Machine from the OVA, on page 34.
Select 2000 HTTP or 1500 HTTPS Agent from the drop-down list.
2
Configure DNS Server, on page 37
3
Install the Cisco Finesse Primary node.
See Install Publishers/Primary Nodes of VOS-Based Contact Center Applications, on page 52.
4
Install VMware Tools, on page 43
5
Configure the Cluster for Cisco Finesse, on page 56
Create VM for Cisco Finesse Secondary
Follow this sequence of tasks to create the virtual machine for the Cisco Finesse Secondary node on Side B.
Sequence Task
1
Using CCE-PAC-M1-Finesse.ova, Create a Virtual Machine from the OVA, on page 34.
Select 2000 HTTP or 1500 HTTPS Agent from the drop-down list.
2
Configure DNS Server, on page 37
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Create VM for Cisco Unified Intelligence Center Publisher
Sequence Task
3
Install the Cisco Finesse Secondary node.
See Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications , on page
57.
4
Install VMware Tools, on page 43
Create VM for Cisco Unified Intelligence Center Publisher
Follow this sequence of tasks to create the virtual machine for the Unified Intelligence Center Publisher.
Sequence Task
1
Using CCE-PAC-M1-CUIC.ova, Create a Virtual Machine from the OVA, on page 34.
2
Configure DNS Server, on page 37
3
Install the Cisco Unified Intelligence Center Publisher.
See Install Publishers/Primary Nodes of VOS-Based Contact Center Applications, on page 52.
4
Install VMware Tools, on page 43
5
Acquire and upload the license.
See Cisco Unified Intelligence Center License, on page 53.
6
Configure the Cluster for Cisco Unified Intelligence Center, on page 56
Create VM for Cisco Unified Intelligence Center Subscriber
Follow this sequence of tasks to create the virtual machine for the Unified Intelligence Center Subscriber.
Sequence Task
1
Using CCE-PAC-M1-CUIC.ova, Create a Virtual Machine from the OVA, on page 34.
2
Configure DNS Server, on page 37
3
Install the Cisco Unified Intelligence Center Subscriber.
See Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications , on page
57.
4
Install VMware Tools, on page 43
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CHAPTER
5
Tasks Common to Virtual Machines
• Open Virtualization Files, page 33
• Mount and Unmount ISO Files, page 33
• Create a Virtual Machine from the OVA, page 34
• Configure DNS Server, page 37
• Configure a Database Drive, page 37
• Install Antivirus Software, page 38
• Update the Java Runtime Environment (Optional), page 39
Open Virtualization Files
Open Virtualization Format files define the basic structure of the VMs that are created—including the CPU,
RAM, disk space, reservation for CPU, and reservation for memory.
OVA files for Packaged CCE are contained in the CCE-PAC-M1-OVA zip file at Cisco.com.
1 Go to http://cisco.com/en/US/products/ps12586/tsd_products_support_series_home.html. Click Download
Software. Then select Packaged Contact Center Enterprise Virtual Machine Templates.
2 Download and extract the file and save the OVAs to your local drive.
Mount and Unmount ISO Files
Upload ISO image to data store:
1 Select the host in the vSphere client and click Configuration. Then click Storage in the left panel.
2 Select the datastore that will hold the ISO file.
3 Right click and select Browse datastore.
4 Click the Upload icon and select Upload file.
5 Browse to the location on your local drive where you saved the ISO file, and upload the ISO to the datastore.
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Create a Virtual Machine from the OVA
Mount the ISO image:
1 Right-click the VM in the vSphere client and select Edit virtual machine settings.
2 Click Hardware and select CD|DVD Drive 1.
3 Check Connect at power on (Device status panel upper right).
4 Click the Datastore ISO File radio button and then click Browse.
5 Navigate to the data store where you uploaded the file.
6 Select the ISO.
Unmount the ISO image:
1 Right-click the VM in the vSphere client and select Edit virtual machine settings.
2 Click Hardware and select CD|DVD Drive 1.
3 Uncheck Connect at power on (Device status panel, upper right).
Create a Virtual Machine from the OVA
Before You Begin
Read the OVA's readme file before you create a virtual machine using the OVA.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Select the Host in the vSphere client.
Choose File > Deploy OVF Template.
Browse to the location on your local drive where you stored the OVA. Click Open to select the file. Click
Next.
Click Next at the OVF Template Details page.
Enter the virtual machine name. It cannot contain spaces or special characters. Enter a maximum of 32
characters. Click Next.
On the Deployment Configuration page, use the drop-down to select the appropriate configuration. Then click
Next.
Choose a datastore on which to deploy the new virtual machine. Then click Next.
For each datastore, the following tables describe the RAID group, the ESXi Host, and the virtual machines
for the C240 M3S and C240 M4SX servers.
RAID configuration for the C240 M3S
RAID Group
VM Datastore
ESXi Host
Virtual Machines
VD0
datastore1
A
ESXi operating system
Unified CCE Data Server, Side A
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RAID Group
VM Datastore
ESXi Host
Virtual Machines
VD1
datastore2
A
Unified CCE Call Server, Side A
Unified CVP Server 1A
Unified CVP Server 2A
Unified Intelligence Center Server
Publisher
Unified CVP OAMP Server
Unified Communications Manager
Publisher
Unified Communications Manager
Subscriber 1
Cisco Finesse Primary
VD0
datastore1
B
ESXi operating system
Unified CCE Data Server, Side B
VD1
datastore2
B
Unified CCE Call Server, Side B
Unified CVP Server 1B
Unified CVP Server 2B
Unified Intelligence Center Server
Subscriber
Unified Communications Manager
Subscriber 2
Unified CVP Reporting Server
(optional)
Cisco Finesse Secondary
RAID configuration for the C240 M4SX
Note
Packaged CCE Release 10.5(3) is required to support UCS C240 M4SX TRC#1.
Note
Packaged CCE 11.0(2) and ES update # ICM11.0(2) ES2 are required to support UCS C240 M4SX
TRC#1.
RAID Group
VM Datastore
ESXi Host
Virtual Machines
VD0
datastore 1
A
ESXi operating system
Unified CCE Call Server, Side A
Cisco Finesse Primary
Unified Communications Manager
Subscriber 1
VD1
datastore 2
A
Unified CCE Data Server, Side A
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RAID Group
VM Datastore
ESXi Host
Virtual Machines
VD2
datastore 3
A
Unified CVP OAMP Server
Unified Communications Manager
Publisher
Unified CVP Server 1A
VD3
datastore 4
A
Unified Intelligence Center Server
Publisher
Unified CVP Server 2A
VD0
datastore 1
B
ESXi operating system
Unified CCE Call Server, Side B
Cisco Finesse Secondary
Unified Communications Manager
Subscriber 2
VD1
datastore 2
B
Unified CCE Data Server, Side B
VD2
datastore 3
B
Unified Customer Voice Portal
Reporting Server (optional)
Unified CVP Server 1B
VD3
datastore 4
B
Unified Intelligence Center Server
Subscriber
Unified CVP Server 2B
Step 8
Step 9
On the Disk Format page, keep the default virtual disk format: Thick provisioned Lazy Zeroed format.
Click Next.
Confirm that the Network Mapping page is correct for the CCE Call Server and Data Server:
a) For the Call Server and the Data Servers:
• Map Public to UCCE Public Network
• Map Private to UCCE Private Network
b) For all other servers, map Public to UCCE Public Network.
Step 10 At the Successfully Completed message, click Close.
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Configure DNS Server
Configure DNS Server
Note
This is an optional configuration step.
The steps in this procedure are for a Windows DNS server.
Note
If the deployment uses host files in addition to DNS, use FQDNs in the host file. Live Data requires
FQDNs in order to work properly.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Log in to the DNS server.
In Windows, navigate to Administrative Tools > DNS. This opens the DNS Manager.
In the Forward lookup zone, navigate to your deployment's domain name.
Right-click the domain name and select New Host (A or AAAA).
In the New Host dialog box, enter the computer name and IP address of the VOS components. Click Add
Host.
Step 6
Step 7
Step 8
In the Reverse lookup zone, navigate to your deployment's domain name.
Select new ptr record.
Add the host IP address, the FQDN, and the host name for the VOS components.
Configure a Database Drive
Procedure
Step 1
Step 2
Step 3
In Windows, navigate to Disk Management.
Right-click on the Disk 1 box and select Online.
Initialize Disk 1 as follows:
a) Right-click on the Disk 1 box and select Initialize Disk.
b) Check the Disk 1 checkbox.
c) Select the MBR (Master Boot Record) radio button.
d) Click Close.
Step 4
Create a new disk partition as follows:
a) Right-click the graphic display of Disk 1 and select New Simple Volume.
b) Click Next on the first page of the New Simple Volume Wizard.
c) On the Specify Volume Size page, retain the default volume size. Click Next.
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Install Antivirus Software
d) On the Assign Drive Letter or Path page, assign drive letter (E). Click Next.
e) On the Format Partition page, format the partition as follows:
1 Select the Format this volume with the following settings radio button.
2 Select NTFS from the File system drop-down menu.
3 Select Default from the Allocation unit size drop-down menu.
4 Enter a value in the Volume label field.
5 Check the Perform a quick format checkbox.
6 Click Next.
f) Click Finish.
The format is complete when the status changes to Healthy.
Install Antivirus Software
Install one of the supported antivirus software products.
See the Cisco Packaged CCE Software Compatibility Matrix at http://docwiki.cisco.com/wiki/Compatibility_
Matrix_for_Packaged_CCE for the list of supported products.
Important
Tip
Disable automatic updates. Update antivirus software manually.
To allow required access to installation program files or folders, perform file-blocking exclusions in the
antivirus product file-and-folder protection rules. To do this in McAfee VirusScan:
1 Launch the VirusScan console.
2 Right-click Access Protection and select Properties.
3 In the Anti-virus Standard Protection category, make sure that the rule Prevent IRC communication
is unchecked in the Block column.
For more information about changing settings, see the documentation for your antivirus software.
Important
The firewall component of Symantec Endpoint Protection 12.1, the Network Threat Protection feature,
must be disabled. If the feature remains enabled, which is the default, both sides of a duplexed router come
up in simplex mode, thus blocking communication between each side of a router. This blocking impacts
all deployment types.
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Update the Java Runtime Environment (Optional)
Update the Java Runtime Environment (Optional)
The Unified CCE Installer installs the Java Runtime Environment (JRE) to a default location (for example,
C:\Program Files\Java\jre<version>) and creates a JAVA_HOME environment variable set to that location.
In most circumstances, you do not need to modify or configure the JRE.
For more information on the JRE version installed, see the Cisco Packaged CCE Software Compatibility
Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Packaged_CCE.
If you have requirements for a different version of the JRE, you can update the JRE to a later version.
To update the JRE to a later version:
1 Review the Cisco Packaged CCE Software Compatibility Matrix to confirm that Packaged CCE supports
the JRE version you want to install.
2 Follow the Oracle JRE installer procedure to install the JRE to the VM on which your Unified CCE
components are installed.
3 Set the JAVA_HOME environment variable to the location of the new JRE.
4 Restart the virtual machine.
When you have completed the update to the new JRE version, uninstall the old JRE.
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Update the Java Runtime Environment (Optional)
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CHAPTER
6
Software Installations for Components
• Install Microsoft Windows Server, page 41
• Install VMware Tools, page 43
• Configure Network Adapters for Unified CCE Call Server and Unified CCE Data Server, page 44
• Set Persistent Static Routes, page 45
• Run Windows Updates, page 45
• Install Microsoft SQL Server, page 46
• Install Cisco Unified Contact Center Enterprise, page 49
• Configure Network Adapters for Cisco Unified CVP, page 50
• Install Cisco Unified CVP Server, page 50
• Install Cisco Unified CVP Reporting Server, page 51
• Install Publishers/Primary Nodes of VOS-Based Contact Center Applications, page 52
• Cisco Unified Intelligence Center License, page 53
• Configure the Cluster for Cisco Unified Communications Manager, page 55
• Create a Unified Communications Manager AXL User Account, page 55
• Configure the Cluster for Cisco Unified Intelligence Center, page 56
• Configure the Cluster for Cisco Finesse, page 56
• Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications , page 57
• Unified Communications Manager License, page 58
• Activate Services, page 59
Install Microsoft Windows Server
Complete the following procedure to install Microsoft Windows Server 2012 R2 on all virtual machines for
server-based applications.
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Install Microsoft Windows Server
Procedure
Step 1
Mount the Microsoft Windows Server ISO image to the virtual machine.
Check the Connect at power on check box when mounting the ISO.
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Power on the VM.
Enter the Language, Time and Currency Format, and Keyboard settings. Click Next.
Click Install Now.
Enter the product key for Windows Server 2012 R2 and click Next.
Select Windows Server 2012 R2 Standard (Server with a GUI) and click Next.
Accept the license terms and click Next.
Select Custom: Install Windows only (advanced), select Drive 0 to install Microsoft Windows Server, and
then click Next.
The installation begins. After the installation is complete, the system restarts without prompting.
Step 9 Enter and confirm the password for the administrator account, and then click Finish.
Step 10 Enable Remote Desktop connections as follows:
a) Navigate to Control Panel > System and Security > System.
b) Click Remote Settings.
c) Click the Remote tab.
d) Select the Allow remote connections to this computer radio button. The Remote Desktop Connection
dialog displays a notification that the Remote Desktop Firewall exception is enabled. Click OK.
Step 11 In the Ethernet Status window, click Properties.
Step 12 Navigate to Control Panel > System and Security > System. Follow the instructions:
a) ClickChange Settings.
b) In Computer name tab, click Change.
c) Change the name of the computer from the name randomly generated during Microsoft Windows Server
installation. The name does not contain underscores or spaces.
d) Select Domain radio button to change the member from Workgroup to Domain.
e) Enter qualified domain name and click OK.
f) In the Windows security dialog, validate the domain credentials and click OK.
g) On successful authentication, click OK.
h) Reboot the server and sign in with domain credentials.
Restart your system for the change to take effect.
Microsoft Windows Server 2012 R2 is installed. In addition, Internet Explorer 11 is installed automatically.
Note
If you want to install Unified CCE on a multilingual version of Windows Server 2012 R2, run the MUI
language pack. See http://www.microsoft.com/oem/en/installation/downloads/Pages/
Windows-Server-2012-Language-Packs.aspx#fbid=EwmxpS7EfPf.
If Unified CCE language pack is applied on Chinese Windows machine, set the screen resolution to 1600
x 1200.
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Install VMware Tools
Related Topics
Mount and Unmount ISO Files, on page 33
Install VMware Tools
Use this procedure to install and upgrade VMware tools from the VMware vSphere Client.
To install or upgrade using VOS, for Cisco Finesse and Cisco Unified Intelligence Center:
1 Ensure that your virtual machine is powered on.
2 Right-click the VM menu. Select Guest > Install / Upgrade VMware tools
3 Choose the automatic tools update and press OK.
The process takes a few minutes. Once the process is complete, the tools are listed as Running (Current)
on the VM's Summary tab in vSphere.
To install or upgrade using VOS, for Cisco Unified Communications Manager:
1 Ensure that your virtual machine is powered on.
2 Right-click the VM menu. Select Guest > Install / Upgrade VMware tools
3 Choose the interactive tools update and press OK.
4 Open the console and log in at the command prompt.
5 Enter the command utils vmtools refresh and confirm.
The server automatically reboots twice.
6 After reboot, check the Summary tab for the VM to verify that the VMware Tools version is current. If
it is not current, reboot the VM and check the version again.
The process takes a few minutes. Once the process is complete, the tools are listed as Running (Current) on
the VM's Summary tab in vSphere.
To install or upgrade using a Windows guest operating system:
1 Ensure that your Windows virtual machine is powered on.
2 Right-click the VM in the virtual machine menu, and select Guest > Install/Upgrade VMware Tools.
Click OK on the popup window.
3 Log in to the VM as a user with Administrative privileges.
4 Run VMware tools from the DVD drive.
The installation wizard starts.
5 Follow the prompts in the wizard to complete the VMware Tools installation. Choose the Typical installation
option.
6 When the VMware Tools installation has finished, restart the virtual machine for the changes to take effect.
Once the process is complete, the tools are listed as Running (Current) on the VM's Summary tab in vSphere.
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Configure Network Adapters for Unified CCE Call Server and Unified CCE Data Server
Configure Network Adapters for Unified CCE Call Server and Unified CCE Data
Server
The Unified CCE Call Server and the Unified CCE Data Server each have two network adapters. You must
identify them by MAC address and Network Label, rename them, configure them, and set the binding order.
Procedure
Step 1
Identify the MAC addresses and labels for the network adapters as follows:
a) From vSphere, select and right-click the VM.
b) Select Edit Settings. In the Hardware tab, click Network adapter 1. In the right panel, write down the last
few digits of MAC addresses and note whether the label is UCCE Public or UCCE Private. For example,
Network adapter 1 may have a MAC address that ends in 08:3b and the network label UCCE Public.
c) Repeat for Network adapter 2, noting its MAC address and label.
d) From the VM console, type ipconfig/all from the command line. This displays the adapter names and
physical addresses.
e) Note the adapter names and physical addresses and match them with the MAC addresses and labels that
you noted in VMware. For example, in ipconfig/all, Local Area Connection 2 may have a physical address
that ends in 08-3b.
f) Match the MAC address of the network adapter that VMware identified as UCCE Public with the
corresponding physical address of Local Area Connector. In this example, the physical address of Local
Area Connection 2 (08-3b) matches the MAC address (08-3b) of Network adapter 1. This means that
Local Area Connection 2 is UCCE Public.
Step 2
Locate and rename the network adapters in Windows as follows:
a) In Windows, open the Control Panel > Network and Sharing Center and click Change adapter settings.
b) Right-click Local Area Connection and select Rename. Rename it to UCCE Public or UCCE Private,
based on the matching you did above.
c) Right-click Local Area Connection 2 and select Rename. Rename it to UCCE Public or UCCE Private,
based on the matching you did above. In the example above, Local Area Connection 2 is renamed to
UCCE Public.
Step 3
Set the Properties for UCCE Public as follows:
a) Right-click UCCE Public and select Properties.
b) In the Networking dialog box, uncheck Internet Protocol Version 6 (TCP/IPv6).
c) In the Networking dialog box, select Internet Protocol Version 4 (TCP/IPv4) and select Properties.
d) In the General dialog box for Internet Protocol Version 4, select Use the following IP address and enter
the IP address, the Subnet mask, the default gateway, and DNS servers.
e) Click OK and Close to exit.
Step 4
Set the Properties for UCCE Private as follows:
a) Right-click UCCE Private and select Properties.
b) In the Networking dialog box, uncheck Internet Protocol Version 6 (TCP/IPv6).
c) In the Networking dialog box, select Internet Protocol Version 4 (TCP/IPv4) and click Properties.
d) In the General dialog box for Internet Protocol Version 4, select Use the following IP address and enter
the IP address and Subnet mask.
e) Click Advanced. Open the DNS tab. Uncheck Register this connection's addresses in DNS.
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Set Persistent Static Routes
f) In the DNS Server, add an entry for the private IP address. Append a suffix such as p to the hostname for
this IP, to identify it as a private.
g) Click OK to exit.
Step 5
Set the binding order as follows:
a) In Network Connections, press Alt. Then select Advanced > Advanced Settings.
b) In the top panel of the Adapters and Bindings dialog box, make sure that the UCCE Public connection is
above the UCCE Private connection. Use the arrow buttons if necessary to put them in the correct sequence.
Then click OK.
Set Persistent Static Routes
Configure a Windows persistent static route for each Unified CCE Data Server and Unified CCE Call Server
Virtual Machine (VM) if your deployment includes Layer 3 routing between the Packaged CCE Side A and
Side B servers. This type of routing is used often in multi-site deployments with clustering over the WAN.
Do not configure persistent static routes for single-site deployments or deployments in which common subnets
are implemented between the Packaged CCE Side A and Side B servers.
To create a persistent static route with the route add command, you need the destination subnet, the subnet
mask, the local gateway IP, and the interface number of the local Private Network interface:
route add <destination subnet> mask <subnet mask> <gateway IP> IF <interface number> -p
You must launch the DOS prompt as an administrator in order to run the commands in this procedure.
Procedure
Step 1
Step 2
Step 3
On each Unified CCE Call Server and Unified CCE Data Server VM, run ipconfig /all.
Record the IPv4 Address, Subnet Mask, and Physical Address (MAC address) for the Private
Network interface.
On each of these VMs, run route print –4.
Record the Interface for the Private Network. You can identify the correct interface by looking for its
Physical Address (MAC address).
On each of these VMs, run route add <destination subnet> mask <subnet mask> <gateway
<interface number> -p to add a persistent static route for the remote Private Network.
IP> IF
Run Windows Updates
Procedure
Run Microsoft Windows Update.
After the update is complete, click Do not enable automatic updates.
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Install Microsoft SQL Server
Install Microsoft SQL Server
Install Microsoft SQL Server 2014, and store the SQL Server log and temporary files on the same physical
disk as the operating system.
Note
For information about supported editions or service packs, see the Cisco Packaged CCE Software
Compatibility Matrix at .
Before You Begin
Enable Microsoft .NET Framework 3.5 SP1 before installing SQL Server 2014. In the Windows Server, Server
Manager, use the Add Roles and Features Wizard to enable the .NET Framework 3.5 SP1. See the Microsoft
documentation at https://technet.microsoft.com/en-au/library/dn482071.aspx for detailed instructions.
Note
If your computer has no internet connection to get the updates, download and install Microsoft .NET
Framework 3.5 SP1 manually.
Procedure
Step 1
Step 2
Step 3
Step 4
Mount the Microsoft SQL Server ISO image to the virtual machine. For more information, see Mount and
Unmount ISO Files, on page 33.
Run setup.exe.
Select Installation in the left pane and then click New SQL Server stand-alone installation or add features
to an existing installation. Click OK.
On the Product Key page, enter the product key and then click Next.
Step 5
Step 6
Accept the License Terms and then click Next.
Optional: On the Microsoft Update page, check the Use Microsoft Update to check for updates check box,
and then click Next.
Note
If you do not check the Use Microsoft Update to check for updates check box, click Next on the
Product Updates page.
Step 7
On the Install Rules page, click Next.
In this step, the installation program checks to see that your system meets the hardware and software
requirements. If there are any issues, warnings or errors appear in the Status column. Click the links for more
information about the issues.
Step 8
On the Setup Role page, select SQL Server Feature Installation and click Next.
Step 9
On the Feature Selection page, select only the following; and then click Next.
• Database Engine Services
• Client Tools Connectivity
• Documentation Components
• Management Tools - Basic
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• Management Tools - Complete
• SQL Client Connectivity SDK
Step 10 On the Instance Configuration page, select Default Instance and click Next.
Step 11 On the Server Configuration page, click the Services Account tab.
In the Services Account tab, associate the SQL services with the virtual account.
• For the SQL Server Agent service, in the Account Name field, select NT Service\SQLSERVERAGENT.
• For the SQL Server Database Engine, in the Account Name field, select NT Service\MSSQLSERVER.
While you can use the Network or Local Services account instead of the Virtual account, using the
Virtual account provides better security.
Step 12 For the remaining services, accept the default values.
Step 13 In the Start Up Type column, for the SQL Server Agent service account, select Automatic from the list.
Step 14 On the Server Configuration page, select the Collation tab.
a) In the Database Engine section, click Customize.
b) Select the Windows Collation designator and sort order radio button.
c) Select the appropriate collation. Typically, you choose the SQL Server collation that supports the Windows
system locale most commonly used by your organization; for example, "Latin1_General" for English.
The collation that you select affects what is written to the database. For example, suppose you set the
collation for Latin1_General, but a user at the customer site selects Chinese as the language selection at
sign-in. When th user enters field values in Chinese, the application returns an unsupported characters
error because the database cannot save the characters.
Note
It is critical to select the correct collation setting for the customer's language display. If you
do not select the correct collation during installation, the customer must uninstall and reinstall
Microsoft SQL Server.
d) Check the Binary check box.
e) Click OK, and then click Next.
Important
Step 15 On the Database Engine Configuration page:
a) On the Server Configuration tab, click the Mixed Mode radio button.
b) Enter the password for the SQL Server system administrator account, and confirm by reentering it.
c) Click Add Current User to add the user who is installing the SQL Server as an administrator.
d) Click Next.
Step 16 On the Ready to Install page, click Install.
Step 17 On the Complete page, click Close.
Step 18 Enable Named Pipes and set the sort order as follows:
a) Open the SQL Server 2014 Configuration Manager.
b) In the left pane, navigate to SQL Native Client 11.0 Configuration (32bit) > Client Protocols.
c) In the right pane, confirm that Named Pipes is Enabled.
d) Right-click Client Protocols and select Properties.
e) In the Enabled Protocols section of the Client Protocols Properties window, use the arrow buttons to
arrange the protocols in the following order:
1 Shared Memory
2 Named Pipes
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3 TCP/IP
f) Check the Enable Shared Memory Protocol and then click OK.
g) In the left pane, navigate to SQL Server Network Configuration > Protocols for MSSQLSERVER.
h) In the right pane, right-click Named Pipes and select Enable.
Note
By default, Microsoft SQL Server dynamically resizes its memory. The SQL Server reserves the
memory based on process demand. The SQL server releases the memory only when other processes
request it, which can cause unnecessary memory monitoring tool alerts.
Cisco supports the Microsoft recommendation to dynamically manage the SQL Server memory. If
your solution raises too many memory alerts, you can manually limit SQL Server’s memory usage.
Set the maximum limit of the memory with the maximum memory usage settings in the SQL Server
Properties menu.
For more information on SQL Server memory settings and use, see the Microsoft SQL Server
documentation
Step 19 Set the SQL Server's default language to English as follows:
a) Launch SQL Server Management Studio.
b) In the left pane, right-click the server and select Properties.
c) Click Advanced.
d) In the Miscellaneous section, set the Default Language to English.
e) Click OK.
Important
Set the SQL Server default language to English because Unified CCE requires a US date format
(MDY). Many European languages use the European date format (DMY) instead. This mismatch
causes queries such asselect * from table where date = '2012-04-08 00:00:00' to return
data for the wrong date. Handle localization in the client application, such as Cisco Unified
Intelligence Center.
Step 20 Restart the SQL Server service as follows:
a) Navigate to the Windows Services tool.
b) Right-click SQL Server (MSSQLSERVER) and click Stop.
c) Right-click SQL Server (MSSQLSERVER) and click Start.
Step 21 Ensure that the SQL Server Browser is started, as follows:
a) Navigate to the Windows Services tool.
b) Navigate to the SQL Server Browser.
c) Right-click to open the Properties window.
d) Enable the service, change the startup type to Automatic, and click Apply.
e) To start the service, click Start, and then click OK.
What to Do Next
The SQL Server installation disables the Windows Computer Browser service. The ICMDBA requires this
service. If you need to run ICMDBA on this server, enable the Computer Browser service.
Related Topics
Mount and Unmount ISO Files, on page 33
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Collation and Locale Settings for Localization
Microsoft SQL Server Collation Settings for Languages
You select a collation when you install Microsoft SQL Server, and it must be the collation that maps to the
customer's language display.
Remember
If your initial collation selection is incorrect, you must uninstall Microsoft SQL Server and reinstall it
with the correct collation configuration.
For the languages supported by Packaged CCE and the SQL Server Collation setting for each language, see
the Cisco Packaged CCE Software Compatibility Matrix at http://docwiki.cisco.com/wiki/Compatibility_
Matrix_for_Packaged_CCE.
Windows System Locale
The Windows system locale must match the display language; otherwise some characters appear incorrectly
in the user interface and are saved incorrectly to the database. For example, if the system locale is English
and you are working in Spanish, characters such as the acute a appear incorrectly.
Perform this procedure at both CCE Call Servers, both CCE Data Servers, and any external HDS systems.
1 Open Control Panel > Clock, Language, and Region > Language.
2 Add the required language in the Change your language preferences page.
3 In the left pane, select Advanced settings.
4 Select the language for the Override for Windows display language option.
5 Select the language for the Override for default input method option.
6 Save your work and restart the virtual machine.
Install Cisco Unified Contact Center Enterprise
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Add the virtual machine into the domain.
Mount the Cisco Unified CCE ISO image to the virtual machine. See Mount and Unmount ISO Files, on
page 33.
Run setup.exe from the D:\ICM-CCE-CCH Installer directory.
Follow the InstallShield procedures to install Cisco Unified CCE.
When the installation completes, restart the computer when prompted.
At restart, if there is a Maintenance Release, the Maintenance Release installer begins.
When prompted to restart the computer, click Yes. Then click Finish.
Unmount the ISO image.
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Configure Network Adapters for Cisco Unified CVP
Configure Network Adapters for Cisco Unified CVP
Unified CVP has only one network adapter to configure. You must rename it and set its properties.
Procedure
Step 1
Step 2
Step 3
Step 4
Navigate to Control Panel > Network and Internet .
Click Network and Sharing Center, and then click Change adapter settings in the left panel.
Right-click the adapter and select Rename. Change the name to UCCE Public.
Right-click UCCE Public and select Properties.
Step 5
Step 6
Step 7
In the Networking dialog box, de-select Internet Protocol Version 6 (TCP/IPv6).
In the Networking dialog box, select Internet Protocol Version 4 (TCP/IPv4) and select Properties.
In the General dialog box for Internet Protocol Version 4 , select Use the following IP address and enter the
IP address, the Subnet mask, the default gateway and DNS servers.
Click OK and Close to exit.
Step 8
Install Cisco Unified CVP Server
Procedure
Step 1
Step 2
Step 3
Mount the Unified CVP ISO image to the virtual machine. For more information, see Mount and Unmount
ISO Files, on page 33.
Run setup.exe from the D:\ CVP\Installer_Windows directory.
Follow the InstallShield wizard to Run setup.exe from the D:\CVP\Installer_Windows directory:
a) Accept the license agreement.
b) In the Select Packages screen, check the type you are adding. Options are CVP Server, Operations Console,
and Reporting Server.
Note
Select Operations Console when creating the Unified CVP OAMP server
VM.
c) Click Next.
d) Choose U-Law encoded wave format.
e) In the Choose Destination Location screen, accept the default. Click Next.
f) In the X.509 certificate screen, enter the information that you want to include in the certificate.
g) In the Ready to Install screen, click Install.
h) For the OAMP Server only, enter and confirm a password. Click Next.
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i) Select the option to restart the computer after installation. Click Finish.
Step 4
Step 5
If Unified CVP Engineering Specials are available, copy them to the local drive. Follow the InstallShield
wizard to install them.
Unmount the ISO image.
Unified CVP Server installation automatically creates a default user for the Unified CVP Ops Console Server
Web Services manager CLI, with the following credentials:
• Username: wsmadmin
• Password: password you entered for the OAMP Server
You can create and manage additional Web Services manager CLI users using the Unified CVP Operations
Console, if needed.
Install Cisco Unified CVP Reporting Server
This task is required for the installation of the optional Unified CVP Reporting server.
The IBM Informix database server is installed as part of the Unified CVP Reporting Server.
Before installing the Unified CVP Reporting Server, you must configure a database drive (see Configure a
Database Drive, on page 37).
Complete the following procedure to install the Unified CVP Reporting server:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Mount the Unified CVP ISO image to the virtual machine. For more information, see Mount and Unmount
ISO Files, on page 33.
Run setup.exe from the DVD drive located at CVP\Installer_Windows directory.
Follow the InstallShield wizard to Run setup.exe from the D:\CVP\Installer_Windows directory:
a) Accept the license agreement.
b) In the Select Packages screen, check Reporting Server.
c) In the Choose Destination Folder screen, select the folder location for the CVP installation folder.
d) In the X.509 certificate screen, enter the information that you want to include in the certificate.
e) In the Choose the database data and backup drive screen, enter the drive letter (typically, E).
f) In the Database size selection screen, select Premium (375GB).
g) In the Ready to Install screen, click Install.
h) Enter the Reporting Server password when prompted.
i) Select the option to restart the computer after installation. Click Finish.
If Unified CVP Engineering Specials are available, copy them to the local drive. Follow the InstallShield
wizard to install them
Unmount the ISO image.
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Install Publishers/Primary Nodes of VOS-Based Contact Center Applications
What to Do Next
Repeat this procedure if your deployment requires a second, external Unified CVP Reporting Server.
Install Publishers/Primary Nodes of VOS-Based Contact Center Applications
This task is required for the publisher/primary nodes of the three VOS-based contact center applications:
Cisco Finesse, Cisco Unified Communications Manager, and Cisco Unified Intelligence Center.
Before You Begin
DNS Configuration is mandatory for installation of Cisco Unified Communications Manager, Cisco Unified
Intelligence Center, and Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups
of the DNS.
Procedure
Step 1
Step 2
Step 3
Mount the ISO image for the software to the virtual machine.
Select the virtual machine and power it on.
Follow the Install wizard, making selections as follows:
a) In the Disk Found screen, click Yes to begin the verification of the media integrity.
b) In the Success screen, select OK.
c) In the Product Deployment Selection screen:
• If you are installing Finesse or Unified Communications Manager, select OK.
• If you are installing Unified Intelligence Center, select Unified Intelligence Center with Live Data,
and then select OK.
d) In the Proceed with Install screen, select Yes.
e) In the Platform Installation Wizard screen, select Proceed.
f) In the Apply Patch screen, select No.
Finesse does not have this step.
g) In the Basic Install screen, select Continue.
h) In the Timezone Configuration screen, use the down arrow to choose the local time zone that most closely
matches where your server is located. Select OK.
i) In the Auto Negotiation Configuration screen, select Continue.
j) In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units.
k) In the DHCP Configuration screen, select No.
Finesse does not have this step.
l) In the Static Network Configuration screen, enter static configuration values. Select OK.
m) In the DNS Client Configuration screen, select Yes.
Important
DNS client configuration is mandatory for Finesse. Select Yes on this screen. If you select
No, agents cannot sign in to the desktop and you must reinstall Finesse.
n) Enter your DNS Client Configuration. Select OK.
o) In the Administrator Login Configuration screen, enter the Platform administration username. Enter
and confirm the password for the administrator. Select OK.
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p) In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization,
Unit, Location, State, and Country. Select OK.
q) In the First Node Configuration screen, select Yes.
r) In the Network Time Protocol Client Configuration screen, enter a valid NTP server IP address and
select OK.
Important
Proper NTP configuration is
essential.
s) In the Security Configuration screen, enter the security password and select OK.
t) In the SMTP Host Configuration screen, select No.
Finesse does not have this step.
u) Unified Communications Manager only: On the Smart Call Home Enable screen, select Disable All
Call Home on System Start.
v) In the Application User Configuration screen, enter the application username. Enter, and confirm the
application user password. Select OK.
w) In the Platform Configuration Confirmation screen, select OK. The installation begins and can run
unattended.
• There is a reboot in the middle of the installation.
• For Cisco Unified Intelligence Center, you see a Product Licensing screen that shows the URL for
obtaining the license and the Media Access Control (MAC) address. Write down the MAC address.
You need this information for the license application.
• The installation ends at a sign-in prompt.
Step 4
Unmount the ISO image.
Related Topics
Configure DNS Server, on page 37
NTP and Time Synchronization, on page 20
Mount and Unmount ISO Files, on page 33
Cisco Unified Intelligence Center License
Acquire Your License
Before You Begin
Access the product authorization key (PAK) that came with Unified Intelligence Center. If you do not have
a PAK, write to [email protected].
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Cisco Unified Intelligence Center License
Procedure
Step 1
Step 2
Step 3
Sign in to the Product License Registration Portal at https://tools.cisco.com/SWIFT/LicensingUI/Home.
Click Continue to Product License Registration.
In the Get New Licenses field, enter your PAK.
You can enter up to 10 PAKs, separated by commas.
Step 4
Step 5
Step 6
Step 7
Step 8
Click Fulfill.
Select your feature and enter the quantity.
In the Serial Number field, enter your MAC address. See Locate MAC Address, on page 54.
Click Next.
Accept the terms of the License Agreement, enter your Recipient Information, and click Submit.
Your request is processed.
Step 9
Click Download to download your license.
Your license is also sent to you by email.
Locate MAC Address
You must supply the MAC address of the Controller node when you apply for a license to operate Unified
IC.
The MAC address appears online at the end of the installation. If you do not have time to write it down, you
can find it through the Command Line Interface, once the install is complete, as follows:
Procedure
Step 1
Step 2
Sign in, using the credentials of the System Administration user.
Enter this CLI Command: show status.
Upload License
Upload the license in the Unified IC Administration interface.
Procedure
To do this, select Cluster Configuration > License Management. Refer to the online help for instructions.
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Configure the Cluster for Cisco Unified Communications Manager
Configure the Cluster for Cisco Unified Communications Manager
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Launch Unified Communications Manager Publisher in a browser (https://<IP Addr of CUCM
Publisher>/ccmadmin ).
Select System > Server > Add New.
On the Server Configuration page, select CUCM Voice/Video for the Server Type. Click Next.
On the Server Configuration page, enter the IP Address of the subscriber.
Click Save.
Create a Unified Communications Manager AXL User Account
Create a Unified Communications Manager AXL user in Unified Communications Manager Administration.
First create an Access Control Group with Standard AXL API Access, and then create an Application User
with permission for that Access Control Group.
Procedure
Step 1
Launch Unified Communications Manager Administration in a browser (https://<IP Address of
Unified Communications Manager Publisher>/ccmadmin ).
Step 2
Create an Access Control Group, as follows:
a) Navigate to User Management > User Settings > Access Control Group.
b) Click Add New.
c) Enter a name for the Access Control Group.
d) Click Save.
The Access Control Group Configuration page opens.
e) From the Related Links drop-down menu, select Assign Role to Access Control Group and click Go.
f) Click Assign Role to Group.
The Find and List Roles popup window opens.
g)
h)
i)
j)
Step 3
Click Find.
Check the Standard AXL API Access check box.
Click Add Selected.
Click Save.
Create an Application User, as follows:
a) Navigate to User Management > Application User.
b) Click Add New.
c) Enter a name and password for the Application User.
d) In the Permissions Information section, click Add to Access Control Group.
The Find and List Access Control Group popup window opens.
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e)
f)
g)
h)
Click Find.
Check the check box for the Access Control Group you created.
Click Add Selected.
Click Save.
Configure the Cluster for Cisco Unified Intelligence Center
Procedure
Step 1
Step 2
Step 3
Direct a browser to the URL https://<hostmame>:8443/oamp, where <hostname> is the hostname
of your Cisco Unified Intelligence Center publisher.
Sign in using the system application user ID and password that you defined during installation.
From the section in the left, select Device Management > Device Configuration.
Step 4
Click Add Member.
Step 5
On the Device Configuration fields for the Subscriber, enter a name, the hostname or IP address, and a
description for the device.
After you complete the cluster configuration, restart the publisher.
The system updates the Live Data failover settings.
Step 6
Configure the Cluster for Cisco Finesse
Procedure
Step 1
Launch the Cisco Finesse primary node in a browser (https://<FQDN of Finesse Primary
node>/cfadmin).
If you are using an IPv6 client, you must include the port number in the URL (https://<FQDN of Finesse
Primary node>:8445/cfadmin).
Step 2
Go to Home > Cluster Settings. (This path is based on the default configuration and assumes that you have
not changed the page for the Cluster Settings gadget.)
Add the hostname for the Cisco Finesse secondary node.
Click Save.
Step 3
Step 4
Step 5
Restart Cisco Finesse Tomcat as follows:
a) To stop the Cisco Finesse Tomcat service, enter this CLI command: utils service stop Cisco Finesse
Tomcat .
b) To start the Cisco Finesse Tomcat service, enter this CLI command: utils service start Cisco Finesse
Tomcat .
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Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications
Install Subscribers/Secondary Nodes of VOS-Based Contact Center
Applications
Note
This task is required for installation of the subscriber/secondary nodes of the three VOS-based contact
center applications: Cisco Finesse, Cisco Unified Communications Manager, and Cisco Unified Intelligence
Center.
Before You Begin
DNS Configuration is mandatory for installation of Cisco Unified Communications Manager, Cisco Unified
Intelligence Center, and Cisco Finesse. To configure DNS, add the VMs to the forward and reverse lookups
of the DNS.
Before you install the subscriber/secondary nodes, you must install the publisher/primary nodes and configure
the clusters.
Procedure
Step 1
Step 2
Step 3
Mount the ISO image for the software to the virtual machine.
Select the virtual machine and power it on.
Follow the Install wizard, making selections as follows:
a) In the Disk Found screen, click Yes to begin the verification of the media integrity.
b) In the Success screen, select OK.
c) In the Product Deployment Selection screen:
• If you are installing Finesse or Unified Communications Manager, select OK.
• If you are installing Unified Intelligence Center, select Unified Intelligence Center with Live Data,
and then select OK.
d) In the Proceed with Install screen, select Yes.
e) In the Platform Installation Wizard screen, select Proceed.
f) In the Apply Patch screen, select No.
Finesse does not have this step.
g) In the Basic Install screen, select Continue.
h) In the Timezone Configuration screen, use the down arrow to choose the local time zone that most closely
matches where your server is located. Select OK.
i) In the Auto Negotiation Configuration screen, select Continue.
j) In the MTU Configuration screen, select No to keep the default setting for Maximum Transmission Units.
k) In the DHCP Configuration screen, select No.
Finesse does not have this step.
l) In the Static Network Configuration screen, enter static configuration values. Select OK.
m) In the DNS Client Configuration screen, select Yes.
Important
DNS client configuration is mandatory for Finesse. Select Yes on this screen. If you select
No, agents cannot sign in to the desktop and you must reinstall Finesse.
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n) Enter your DNS Client Configuration. Select OK.
o) In the Administrator Login Configuration screen, enter the Platform administration username. Enter
and confirm the password for the administrator. Select OK.
p) In the Certificate Information screen, enter data to create your Certificate Signing Request: Organization,
Unit, Location, State, and Country. Select OK.
q) In the First Node Configuration screen, select No.
r) In the warning screen, select OK.
s) In the Network Connectivity Test Configuration screen, select No.
t) In the First Node Access Configuration screen, enter the host name and IP address of the first node.
Enter and confirm the security password. Select OK.
u) In the SMTP Host Configuration screen, select No.
Finesse does not have this step.
v) In the Platform Configuration Confirmation screen, select OK. The installation begins and can run
unattended.
• There is a reboot in the middle of the installation.
• For Cisco Unified Intelligence Center, you see a Product Licensing screen that shows the URL for
obtaining the license and the Media Access Control (MAC) address. Write down the MAC address.
You need this information for the license application.
• The installation ends at a sign-in prompt.
Step 4
Unmount the ISO image.
Related Topics
Configure DNS Server, on page 37
Mount and Unmount ISO Files, on page 33
Unified Communications Manager License
Generate and Register License
Procedure
Step 1
Launch Unified Communications Manager in a browser (https://<IP Address of Unified CM
Publisher>).
Step 2
Step 3
Click Cisco Prime License Manager and navigate to Licenses > Fulfillment.
Under Other Fulfillment options, click Generate License Request.
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Step 4
When the License Request and Next Steps window opens, copy the text (PAK ID).
Step 5
Step 6
Step 7
Click the Cisco License Registration link.
Sign in and click Continue to Product License Registration.
In the Enter a Single PAK or Token to fulfill field, paste your PAK ID and click Fulfill Single PAK/Token.
You receive the license file in an email message.
Install License
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Unzip the license file from the email message.
Under Other Fulfillment Options, select Fulfill Licenses from File.
Click Browse and locate your license file.
Click Install and close the popup window.
Navigate to Product Instances. Then click Add.
Fill in the name, hostname/IP address, username, and password for your Cisco Unified Communications
Manager Publisher.
Select Product type of Unified CM.
Click OK.
Click Synchronize Now.
Activate Services
Complete the following procedure to activate services.
Procedure
Step 1
Open Cisco Unified CM Administration at https://<IP Address of the CUCM
Publisher>/ccmadmin.
Step 2
Select Cisco Unified Serviceability from the Navigation menu and click Go.
Step 3
Step 4
Select Tools > Service Activation.
From the Server drop-down list, choose the server on which you want to activate the service, and then click
Go.
For the Publisher, check the following services to activate and click Save:
Step 5
• Cisco CallManager
• Cisco IP Voice Media Streaming App
• Cisco CTIManager
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Activate Services
• Cisco Tftp
• Cisco Bulk Provisioning Service
• Cisco AXL Web Service
• Cisco Serviceability Reporter
• Cisco CTL Provider
• Cisco Certificate Authority Proxy Function
• Cisco Dialed Number Analyzer Server
Step 6
For the Subscribers, check the follow services to activate and click Save:
• Cisco CallManager
• Cisco IP Voice Media Streaming App
• Cisco CTIManager
• Cisco AXL Web Service
• Cisco CTL Provider
• Cisco Dialed Number Analyzer Server
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PART
III
Configuration
• Configure Cisco Unified Contact Center Enterprise Data Server, page 63
• Initialize Cisco Packaged Contact Center Enterprise Deployment , page 65
• Configure Cisco Unified Contact Center Enterprise Call Server, page 69
• Configure Cisco Unified Customer Voice Portal, page 71
• Configure Cisco Unified Customer Voice Portal Reporting Server, page 77
• Configure Cisco IOS Enterprise Voice Gateway, page 81
• Configure Cisco Unified Communications Manager, page 89
• Configure Cisco Unified Intelligence Center, page 97
• Configure Cisco Finesse, page 101
• Configure IPv6, page 111
CHAPTER
7
Configure Cisco Unified Contact Center
Enterprise Data Server
• Cisco Unified Contact Center Enterprise Data Server Configuration, page 63
• Configure SQL Server for CCE Components, page 63
• Configure the Domain Manager, page 64
Cisco Unified Contact Center Enterprise Data Server Configuration
This chapter contains the configuration procedures you must perform for the Unified CCE Data Servers on
Side A and Side B.
Configure SQL Server for CCE Components
Procedure
Step 1
Click the Windows Start icon, and then select the Downward Arrow icon to display all applications.
Step 2
Step 3
Step 4
Step 5
Open Microsoft SQL Server 2014 Management Studio.
Log in.
Expand Security and then Logins.
If the BUILTIN\Administrators group is not listed:
a) Right-click Logins and select New Login.
b) Click Search and then Locations to locate BUILTIN in the domain tree.
c) Type Administrators and click Check Name and then OK.
d) Double-click BUILTIN\Administrators.
e) Choose Server Roles.
f) Ensure that public and sysadmin are both checked.
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Configure the Domain Manager
DO THIS ONCE, on the first Unified Data Server that you configure.
Important
You must create the Cisco Root OU in the same domain to which the Unified CCE servers belong.
Procedure
Step 1
Click the Windows Start icon, and then select the Downward Arrow icon to display all applications.
Step 2
Select the Domain Manager icon from the list of applications.
Step 3
Log in as a user who has permissions to create organizational units (OUs) in the domain.
In the section on the left, expand the domain.
Add the Cisco root as Cisco_ICM :
a) Under the Cisco root, click Add.
b) Select the OUs under which you want to create the Cisco root OU and click OK.
Step 4
Step 5
Step 6
Add the facility organizational unit (OU):
a) In the right section, under Facility, click Add.
b) Enter the name for the Facilityand click OK.
Step 7
Add the Instance OU:
a) In the right section, under Instance, click Add.
b) Enter the instance name and click OK.
Step 8
Click Close.
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Initialize Cisco Packaged Contact Center
Enterprise Deployment
• Initialize the Packaged CCE Deployment Type, page 65
• Set System-Level Settings, page 68
Initialize the Packaged CCE Deployment Type
Initialize the Packaged CCE deployment using Unified CCE Administration.
When you sign into Unified CCE Administration for the first time, you are prompted to enter information and
credentials for the components in your deployment. Packaged CCE uses this information to configure the
components and build the System Inventory.
Procedure
Step 1
Step 2
Step 3
Sign into Unified CCE Administration using the Active Directory username and password (https://<IP
Address>/cceadmin, where <IP Address> is the address of the Side A CCE Data Server).
The Configure your deployment popup window opens automatically.
On the Deployment page, select the instance from the Instance drop-down list. You must be a member of
the Setup security group for the instance you select. Click Next.
On the VM Host page, enter the IP address, Username, and Password for the VMware hosts for Side A and
Side B. Click Next.
The VMware hosts are the two UCS servers on which ESXi is installed. The username and password fields
are the host login names and passwords configured in ESXi.
Packaged CCE validates the VMs in your deployment.
Step 4
On the Credentials page, enter the specified information for each component in your deployment. After
entering information for a component, click Next.
The system validates the credentials you entered before prompting you for the next component's information.
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Component
Information Required
Unified CM
Either:
• The Unified CM Publisher for an on-box Unified Communications
Manager deployment.
• The Unified CM Publisher Name and IP address for an external Unified
Communications Manager deployment.
AXL username and password.
Unified CVP
Unified CVP Ops Console Server Web Services manager CLI username and
password.
Unified CVP Operations Console username and password.
Unified CCE Data Server
Unified CCE Diagnostic Framework Service domain, username, and password.
These credentials must be for a domain user who is a member of the Config
security group for the instance, and valid on all CCE components in your
deployment (the Side A and B Unified CCE Data Servers and the Side A and
B Unified CCE Call Servers).
Unified Intelligence Center Unified Intelligence Center Administration application username and password.
Finesse
Step 5
Finesse Administration username and password.
On the Settings page, select the following:
• Select the codec used for Mobile Agent calls from the Mobile Agent Codec drop-down menu. The
codec you select must match the codec specified on the voice gateways.
• If you have an external Unified Communications Manager, select the Unified CM Subscribers to which
the Side A and Side B Unified CCE Call Servers connect from the Side A Connection and Side B
Connection drop-down menus.
• For the Automatically create service accounts checkbox, either:
◦Leave the checkbox checked if you want automated initialization to create the service accounts in
Active Directory.
These accounts will be created and added to the Service group.
◦Uncheck the checkbox if you want to use an existing Active Directory account. Enter the username
and password for an existing Active Directory user in the same domain as the Packaged CCE
servers.
This account will be added to the Service group.
Click Next.
The deployment is initialized. The Details dialog box displays the status of the automated initialization tasks.
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See Automated Initialization Tasks for Components, on page 67 for more information.
Step 6
After the automated initialization tasks complete, click Done. The System Inventory opens.
If one of the automated initialization tasks fails, correct the errors and then click Retry.
If the retry is successful, the automated initialization continues.
For some task failures, all completed tasks must be reverted before the task can be retried. You see a message
informing you that the system needs to be reverted to a clean state.
Click OK, and then after the system is in a clean state, click Start Over.
Note
The System Inventory displays alerts for some machines when it opens after initialization completes and
you click Done. These alerts will be cleared after you configure Unified Communications Manager.
Related Topics
Create a Unified Communications Manager AXL User Account, on page 55
Configure Cisco Unified Communications Manager, on page 89
Automated Initialization Tasks for Components
Packaged CCE performs the following tasks during initialization.
Component
Automated Initialization Tasks
Unified CCE Call Server
• Downloads JTAPI from the Unified Communications Manager, and installs
it on the Unified CCE Call Server.
• Creates the Router.
• Creates the Generic Peripheral Gateway (PG) with the CUCM PIM and four
VRU PIMs.
• Creates the Media Routing PG (MR PG).
• Creates the CTI Server.
Unified CCE Data
Server
• Creates the Logger.
• Creates the Logger database with the required base configuration.
• Creates the Administration and Data Server (AW).
• Creates the AW database.
• Creates the Cisco Unified Intelligence Center SQL user account that is used
for Unified Intelligence Center data sources.
• Creates the Cisco Finesse SQL user account that is used for Finesse data
sources.
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Set System-Level Settings
Component
Automated Initialization Tasks
Unified
Communications
Manager
• Creates the Application User that is used to configure the Unified CCE Call
Server.
Unified Customer Voice
Portal
• Configures the Unified CVP Call Server components.
• Configures the Unified CVP VXML Server components.
• Configures the Unified CVP Media Server components.
• Configures the Unified CVP Reporting Server components, if used.
Unified Intelligence
Center
Finesse
• Creates the historical and real-time data sources.
• Configures the CTI Server settings.
• Configures the connection to the AW database.
Set System-Level Settings
After you have configured the Packaged CCE deployment, you can specify system-level settings. For example,
you can enter labels for Unified Communications Manager, Unified CVP, and outbound calls.
See the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at http://
www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/
tsd-products-support-maintain-and-operate.html for more information about system settings.
Procedure
Step 1
Step 2
Step 3
In Unified CCE Administration, navigate to System > Settings.
Specify system-level settings on the General, Agents, Call Reporting, and Labels tabs.
Click Save.
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Configure Cisco Unified Contact Center
Enterprise Call Server
• Cisco Unified Contact Center Enterprise Call Server Configuration, page 69
• Add PIMs to the Media Routing Peripheral Gateway, page 69
Cisco Unified Contact Center Enterprise Call Server Configuration
This chapter contains the configuration procedures you must perform for the Unified CCE Call Servers on
Side A and Side B.
Add PIMs to the Media Routing Peripheral Gateway
The Media Routing Peripheral Gateway (MR PG) is created during automated initialization.
Creating PIMs for the MR PG is optional. You can create up to four PIMs on the Media Routing Peripheral
Gateway:
• Outbound PIM
• Multichannel PIM for SocialMiner
• Multichannel PIM for Enterprise Chat and Email (ECE)
• Multichannel PIM for a third-party multichannel application
To create Dialed Numbers associated with the Multichannel PIMs, first do the following:
• Create the PIM using Peripheral Gateway Setup.
• Add an external machine in the Solution Inventory using the Unified CCE Administration System.
Navigate to System > Deployment. Scroll down and click Add Machine.
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Note
Refer to the Cisco Packaged Contact Center Enterprise Features Guide at http://www.cisco.com/en/US/
products/ps12586/prod_maintenance_guides_list.html for directions on adding the Outbound PIM and
the Multichannel PIMs.
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Configure Cisco Unified Customer Voice Portal
• Cisco Unified Customer Voice Portal Configuration, page 71
• Configure Gateways, page 71
• Transfer Unified CVP Scripts and Media Files, page 72
• Unified Customer Voice Portal Licenses, page 72
• Configure SNMP, page 74
• Configure SIP Server Groups, page 74
• Configure Dialed Number Patterns, page 75
Cisco Unified Customer Voice Portal Configuration
This chapter explains the procedures you must perform to configure the Cisco Unified CVP servers and OAMP
servers on Side A and Side B.
Sign in to your Unified CVP Operations console with your Unified CVP administrator account
(https://<hostname>:9443/oamp).
Configure Gateways
Note
If you are using Internet Explorer 11, you must add the Unified CVP Operations Console URL to Internet
Explorer's list of Compatibility View websites in order to use the Operations Console. Compatibility View
settings are available from Internet Explorer's Tool menu.
Procedure
Step 1
Step 2
Step 3
In the Unified CVP Operations Console, navigate to Device Management > Gateway.
Click Add New.
On the General tab, configure as follows:
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a)
b)
c)
d)
Step 4
Step 5
Step 6
Enter the IP address.
Enter the hostname.
Choose the Device Type.
In the Username and Passwords pane, enter the username, password, and enable password.
Click Test Sign-in to verify that a connection with the gateway can be established and that the credentials
are correct.
Click Save.
Repeat for every gateway.
Transfer Unified CVP Scripts and Media Files
Create the notification destination and deploy to all of the Unified CVP devices.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Log in to the Operations Console and select Bulk Administration > File Transfer > Scripts and Media.
In the Select device type field, select the Gateway.
Move all Gateways to Selected.
Select Default Gateway files.
Select Transfer, and then select OK on the popup window.
If you have separate Ingress and VXML gateways, you must select the appropriate files and script for each
component.
Step 6
Step 7
Click File Transfer Status to monitor transfer progress.
After configuring the application services in the gateways, log in to the gateway and use the Cisco IOS CLI
command call application voice load <service_Name> to load the gateway download transferred files into
the Cisco IOS memory for each Unified CVP service.
Unified Customer Voice Portal Licenses
Generate a License
Before You Begin
Access the product authorization key (PAK) that you received with the Unified CVP software.
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Unified Customer Voice Portal Licenses
Procedure
Step 1
Step 2
Step 3
Sign in to the Product License Registration Portal at https://tools.cisco.com/SWIFT/LicensingUI/Home.
Click Continue to Product License Registration.
In the Get New Licenses field, enter your PAK.
You can enter up to 10 PAKs, separated by commas.
Step 4
Step 5
Step 6
Click Fulfill.
Select your features and enter the quantity.
In the Serial Number field, enter the following:
• For a Unified CVP Server or Unified CVP Reporting Server, enter the IP address.
• For Unified Call Studio, enter the MAC address.
Step 7
Step 8
Click Next.
Accept the terms of the License Agreement, enter your Recipient Information, and click Submit.
Your request is processed.
Step 9
Click Download to download your license.
Your license is also sent to you by email.
Transfer License Files for Unified CVP Server
Procedure
Step 1
Step 2
Step 3
In the Unified CVP Operations Console, navigate to Bulk Administration > File Transfer > Licenses.
Click Browse to choose your license file to upload.
Click Transfer. Then click OK at the message asking if you are sure.
Step 4
Click File Transfer Status.
Step 5
Step 6
Step 7
Confirm that each of the File Transfers shows "Success" in the Status column.
Navigate to System > Control Center.
Shut down gracefully and then start each of the Call Server components in the list.
This allows the new licensing to take effect.
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Configure SNMP
Configure SNMP
Note
This is optional. For more information, see Simple Network Management Protocol, on page 181
Procedure
Step 1
Step 2
In the Unified CVP Operations Console, navigate to SNMP > V1/V2c > Community String .
Click Add New.
a) Name the community string.
b) Select the Devices tab and assign the SNMP community string to a device.
c) Click Save and Deploy.
Step 3
Create the notification destination and deploy to all of the Unified CVP devices.
a) Navigate to SNMP > V1/V2c > Notification Destination.
b) Click Add New.
c) Complete the fields.
d) Select the Devices tab and assign the SNMP notification destination to a device.
e) Click Save and Deploy.
Configure SIP Server Groups
SIP Server Groups are required for Cisco Unified Communications Manager and Gateways.
Procedure
Step 1
Step 2
In the Unified CVP Operations Console, navigate to System > SIP Server Group.
Create a server group for the Cisco Unified Communications Manager devices:
a) On the General tab, click Add New.
b) Fill in the SRV Domain Name FQDN field with a value that will also be used in the Cluster FQDN setting
in Enterprise Parameters in Communications Manager. For example, cucm.cisco.com.
c) In the IP Address/Hostname field, enter an IP address or hostname for a Unified Communications Manager
subscriber.
d) Click Add.
e) Repeat Steps c and d for each Unified Communications Manager subscriber. Click Save.
Note
Do not put the Publisher node in the server
group.
SIP server group for Communications Manager is not required for SCC deployment as there is no direct
SIP trunk created from Communications Manager to CVP in SCC model.
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The FQDN should match the FQDN configured in the Cluster FQDN setting that will be configured in
Enterprise Parameters on the Cisco Unified Communications Manager. See Configure Fully Qualified Domain
Name, on page 90
Step 3
Create a server group for the gateway devices:
a) On the General tab, click Add New.
b) In the SRV Domain Name FQDN field, enter the SRV Domain Name FQDN. For example
vxmlgw.cisco.com.
c) In the IP Address/Hostname field, enter an IP address or hostname for a VXML gateway in the deployment.
d) Click Add.
e) Repeat Steps c and d for each VXML gateway as appropriate for the deployment and branches. Click
Save.
Adding all VXML gateways to the server group will load balance calls across all the member server group
gateways.
Step 4
Associate these server groups to all Unified CVP Call Servers:
a) On the Call Server Deployment tab, move all Unified CVP Call Servers from the Available list to the
Selected list.
b) Click Save and Deploy.
Configure Dialed Number Patterns
Dialed number patterns are required for:
• Agent Device
• Network VRU
• Ringtone
• Error
Procedure
Step 1
Step 2
In the Unified CVP Operations Console, navigate to System > Dialed Number Pattern.
For each dialed number pattern in the following table:
a) Click Add New.
b) In the Dialed Number Pattern field, enter the dialed number pattern.
c) In the Description field, enter a description for the dialed number pattern.
d) In the Dialed Number Pattern Types pane, check the specified dialed number pattern types.
e) Click Save.
Step 3
Step 4
After you configure all dialed number patterns, click Deploy.
Click Deployment Status to make sure that you applied the configuration.
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Dialed number pattern Description
Dialed number pattern types
91*
Check Enable Local Static Route.
Ringtone
Route to SIP Server Group and IP
Address/Hostname/Server Group Name are both VXML
Gateway (for example, vxmlgw.cisco.com).
Check Enable Send Calls to Originator.
Note
92*
Error
You must use 91* for the Ringtone dialed number
pattern. Packaged CCE does not support using a
different Ringtone dialed number pattern.
Check Enable Local Static Route.
Route to SIP Server Group and IP
Address/Hostname/Server Group Name are both VXML
Gateway (for example, vxmlgw.cisco.com).
Check Enable Send Calls to Originator.
Note
The agent extension
pattern. For example,
enter 500* where the
range of agent
extensions is 5001 to
500999.
Agent Device. Not
applicable to SCC
Deployment model.
777*
Network VRU Label
You must use 92* for the Error dialed number
pattern. Packaged CCE does not support using a
different Error dialed number pattern.
Check Enable Local Static Route.
Route to SIP Server Group and IP
Address/Hostname/Server Group Name are both the
Unified Communications Manager gateway.
Check Enable RNA Timeout for Outbound Calls. The
timeout is 60 seconds.
Check Enable Local Static Route.
Route to SIP Server Group and IP
Address/Hostname/Server Group Name are both VXML
Gateway (for example vxmlgw.cisco.com).
Check Enable Send Calls to Originator.
Step 5
Restart the Unified CVP Call Server components.
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Configure Cisco Unified Customer Voice Portal
Reporting Server
• Cisco Unified Customer Voice Portal Reporting Server Configuration, page 77
• Transfer License File for the Unified CVP Reporting Server, page 77
• Obtain Cisco Unified Customer Voice Portal Report Templates, page 78
• Create Data Source for Cisco Unified CVP Report Data, page 78
• Import Unified CVP Report Templates in Unified Intelligence Center, page 80
Cisco Unified Customer Voice Portal Reporting Server Configuration
This chapter contains the configuration procedures you must perform to configure the optional Unified Voice
Portal Reporting Server on Side B.
The Unified CVP Reporting VM is required for customers who use Courtesy Callback and who want to run
Unified CVP call and application reports.
Transfer License File for the Unified CVP Reporting Server
Before You Begin
You must generate a license file before transferring the file to the Unified CVP Reporting Server. See Generate
a License, on page 72.
Procedure
Step 1
Step 2
Step 3
In the Operations Console, navigate to Device Management > Unified CVP Reporting Server.
Click the link for the Unified CVP Reporting Server.
From the toolbar, click File Transfer > Licenses.
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The File Transfer page appears listing the Host name and IP address for the selected Unified CVP Reporting
Server.
Step 4
Step 5
Step 6
Step 7
From Select From Available License Files, select the license file, and then click Select.
Note
If the license file is not listed in the Select From Available License Files text box, click Select a
License File from Your Local PC and enter the filename in the text box or click Browse to search
the license file on the local file system.
Click Transfer.
Select and restart the Unified CVP Reporting Server through the Operations Console.
If you have installed a second Unified CVP Reporting Server, repeat this procedure for that component.
Obtain Cisco Unified Customer Voice Portal Report Templates
For Packaged CCE, import the Callback reports only.
To import Unified CVP report templates complete the following:
Procedure
Step 1
Step 2
On the Unified CVP Reporting Server, click Start.
In the search box, type %CVP_HOME%\CVP_Reporting_Templates and press Enter.
Step 3
Compress only the Callback reports into a zip folder and copy it to the system from which you will run Unified
Intelligence Center Administraton.
Create Data Source for Cisco Unified CVP Report Data
Perform the following procedure to create a data source.
Procedure
Step 1
Log in to the Unified Intelligence Center at https://<hostname of CUIC
Publisher>:8444/cuic.
Step 2
Step 3
Step 4
Select the Data Sources drawer to open the Data Sources page.
Click Create to open an Add Data Source window.
Complete fields on this page as follows:
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Field
Value
Name
Enter the name of this data source.
Report Designers and Report Definition Designers do not
have access to the Data Sources page but can see the list of
Data Sources when they create custom reports. To benefit
those users, give a new Data Source a meaningful name.
Description
Enter a description for this data source.
Type
Choose Informix.
Note
Type is disabled in Edit
mode.
Database Host
Enter the IP address or Domain Name System (DNS) name
for the Unified CVP Reporting server.
Port
Enter the port number. Typically, the port is 1526.
You may have to open this port in the CVP Reporting Server
firewall (Windows Firewall > Advanced Settings > Inbound
rules > new rule).
Database Name
Use the database name callback for stock callback reports.
Instance
Specify the instance name of the desired database. By default,
this is cvp.
Timezone
Choose the correct time zone for the data stored in the
database. In locations that change from Standard Time to
Daylight Savings Time, this time zone is updated
automatically.
Database User ID
Enter the user ID of the Reporting User who is configured in
the Operations Console to access the Unified CVP reporting
database.
(The cvp_dbuser account is created automatically during
Unified CVP Reporting server installation.)
Step 5
Password and Confirm Password
Enter and confirm the password for the database user.
Charset
Choose UTF-8.
Default Permissions
View or edit the permissions for this datasource for My Group
and for the All Users group.
Click Test Connection.
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If the status is not Online, review the error message to determine the cause and edit the data source accordingly.
Step 6
Click Save to close the Add Data Source window.
The new data source appears on the Data Sources list.
Import Unified CVP Report Templates in Unified Intelligence Center
Procedure
Step 1
Launch the Unified Intelligence Center web application at https://<HOST
ADDRESS of CUIC
Publisher>:8444/cuic
Step 2
Step 3
Step 4
Step 5
Step 6
Click Reports.
Right-click the top Reports folder and select Create Sub-Category.
Name the new sub-category as a container for Unified CVP reports. Click OK.
Click Import Report.
Browse to the location where you copied the Unified CVP Reporting templates file and select the callback.zip
file. Then click OK.
Step 7 In the Save To field, navigate to and select the sub-category that you made in Step 3.
Step 8 Click Import.
Step 9 From the Data source for Report Definition drop down list, choose the Data source you created to access
the Unified CVP Reporting database.
Step 10 Click Import.
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Configure Cisco IOS Enterprise Voice Gateway
• About Ingress and VXML Gateway Configuration, page 81
• Common Configuration for the Ingress Gateway and VXML Gateway, page 81
• Configure Ingress Gateway, page 82
• Configure VXML Gateway, page 85
• Configure A-law Codec for Ingress and VXML Gateways, page 87
About Ingress and VXML Gateway Configuration
Complete the following procedures to configure the Ingress Gateway and VXML Gateway. Instructions are
applicable to both TDM and Cisco UBE Voice gateways, unless otherwise noted.
Note
Complete all configuration steps in enable > configuration terminal mode.
Common Configuration for the Ingress Gateway and VXML Gateway
logging buffered 2000000 debugging
no logging console
service timestamps debug datetime msec localtime
ip routing
ip cef
ip source-route
interface GigabitEthernet0/0
ip route-cache same-interface
duplex auto
speed auto
no keepalive
no cdp enable
voice service voip
no ip address trusted authenticate
ip address trusted list
ipv4 0.0.0.0 0.0.0.0 # OR an explicit Source IP Address Trust List
allow-connections sip to sip
signaling forward unconditional
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Configure Ingress Gateway
Procedure
Step 1
Configure global settings.
voice service voip
no ip address trusted authenticate
allow-connections sip to sip
signaling forward unconditional
# If this gateway is being licensed as a Cisco UBE the following lines are also required
mode border-element
ip address trusted list
ipv4 0.0.0.0 0.0.0.0
# Or an explicit Source IP Address Trust List
sip
rel1xx disable
header-passing
options-ping 60
midcall-signaling passthru
Step 2
Configure voice codec preference:
voice class codec 1
codec preference 1 g711ulaw
codec preference 2 g729r8
Step 3
Configure default services:
#Default Services
application
service survivability flash:survivability.tcl
Step 4
Configure gateway and sip-ua timers:
gateway
media-inactivity-criteria all
timer receive-rtp 1200
sip-ua
retry invite 2
retry bye 1
timers expires 60000
timers connect 1000
reason-header override
Step 5
Configure POTS dial-peers:
# Configure Unified CVP survivability
dial-peer voice 1 pots
description CVP TDM dial-peer
service survivability
incoming called-number .T
direct-inward-dial
Step 6
Configure the switch leg:
#Configure the Switch leg where
# preference is used to distinguish between sides.
# max-conn is used prevent overloading of Unifed CVP
# options-keepalive is used to handle failover
# Note: the example below is for gateways located on the A-side of a geographically
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#distributed deployment
# Note: Ensure that you configure switch dial-peers for each Unified CVP server.
dial-peer voice 70021 voip
description Used for Switch leg SIP Direct
preference 1
max-conn 225
destination-pattern xxxx...... #Customer specific destination pattern
session protocol sipv2
session target ipv4:###.###.###.###
#IP Address for Unified CVP1, SideA
session transport tcp
voice-class codec 1
voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
dtmf-relay rtp-nte
no vad
dial-peer voice 70022 voip
description Used for Switch leg SIP Direct
preference 1
max-conn 225
destination-pattern xxxx...... # Customer specific destination pattern
session protocol sipv2
session target ipv4:###.###.###.### # IP Address for Unified CVP2, SideA
session transport tcp
voice-class codec 1
voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
dtmf-relay rtp-nte
no vad
dial-peer voice 70023 voip
description Used for Switch leg SIP Direct
preference 2
max-conn 225
destination-pattern xxxx...... #Customer specific destination pattern
session protocol sipv2
session target ipv4:###.###.###.###
#IP Address for Unified CVP1, SideB
session transport tcp
voice-class codec 1
voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
dtmf-relay rtp-nte
no vad
dial-peer voice 70024 voip
description Used for Switch leg SIP Direct
preference 2
max-conn 225
destination-pattern xxxx...... # Customer specific destination pattern
session protocol sipv2
session target ipv4:###.###.###.### # IP Address for Unified CVP2, SideB
session transport tcp
voice-class codec 1
voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
dtmf-relay rtp-nte
no vad
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Step 7
Configure the hardware resources (transcoder, conference bridge, and MTP):
Note
This configuration section is unnecessary for virtual CUBE or CSR 1000v Gateways. They do not
have physical DSP resources.
#For gateways with physical DSP resources, configure Hardware resources using
#Unified Communications Domain Manager.
# Configure the voice-cards share the DSP resources located in Slot0
voice-card 0
dspfarm
dsp services dspfarm
voice-card 1
dspfarm
dsp services dspfarm
voice-card 2
dspfarm
dsp services dspfarm
voice-card 3
dspfarm
dsp services dspfarm
voice-card 4
dspfarm
dsp services dspfarm
# Point to the contact center call manager
sccp local GigabitEthernet0/0
sccp ccm ###.###.###.### identifier 1 priority 1 version 7.0 # Cisco Unified CM sub 1
sccp ccm ###.###.###.### identifier 2 priority 1 version 7.0 # Cisco Unifed CM sub 2
# Add a SCCP group for each of the hardware resource types
sccp ccm group 1
associate ccm 1 priority 1
associate profile 2 register <gw70mtp>
associate profile 1 register <gw70conf>
associate profile 3 register <gw70xcode>
# Configure DSPFarms for Conference, MTP and Transcoder
dspfarm profile 1 conference
codec g711ulaw
codec g711alaw
codec g729r8
maximum sessions 24
associate application SCCP
dspfarm profile 2 mtp
codec g711ulaw
codec g711alaw
codec g729r8
maximum sessions software 500
associate application SCCP
dspfarm profile 3 transcode universal
codec g711ulaw
codec g711alaw
codec g729r8
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Configure VXML Gateway
maximum sessions 52
associate application SCCP
Step 8
Optional, configure the SIP Trunking:
# Configure the resources to be monitored
voice class resource-group 1
resource cpu 1-min-avg threshold high 80 low 60
resource ds0
resource dsp
resource mem total-mem
periodic-report interval 30
# Configure one rai target for each CVP Server
sip-ua
rai target ipv4:###.###.###.### resource-group1 # CVP1A
rai target ipv4:###.###.###.### resource-group1 # CVP2A
rai target ipv4:###.###.###.### resource-group1 # CVP1B
rai target ipv4:###.###.###.### resource-group1 # CVP2B
permit hostname dns:%Requires manual replacement - ServerGroup Name defined in
CVP.System.SIP Server Groups%
Step 9
Configure incoming PSTN SIP trunk dial peer:
dial-peer voice 70000 voip
description Incoming Call From PSTN SIP Trunk
service survivability
incoming called-number xxxx……
# Customer specific incoming called-number pattern
voice-class sip rel1xx disable
dtmf-relay rtp-nte
session protocol sipv2
voice class codec 1
no vad
Configure VXML Gateway
Procedure
Step 1
Configure global settings:
voice service voip
no ip address trusted authenticate
allow-connections sip to sip
signaling forward unconditional
# If this gateway is being licensed as a Cisco UBE the following lines are also required
mode border-element
ip address trusted list
ipv4 0.0.0.0 0.0.0.0
# Or an explicit Source IP Address Trust List
sip
rel1xx disable
header-passing
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Configure VXML Gateway
options-ping 60
midcall-signaling passthru
Step 2
Configure default Unified CVP services:
#Default Unified CVP Services
application
service new-call flash:bootstrap.vxml
service CVPSelfService flash:CVPSelfServiceBootstrap.vxml
service ringtone flash:ringtone.tcl
service cvperror flash:cvperror.tcl
service bootstrap flash:bootstrap.tcl
service handoff flash:handoff.tcl
Step 3
Configure dial-peers:
Note
While configuring VXML gateway voice class codec must not be used. G711ulaw may be used in
general for the dial-peers, but still depending on the implementation the other codec may be used.
# Configure Unified CVP Ringtone
dial-peer voice 919191 voip
description CVP SIP ringtone dial-peer
service ringtone
incoming called-number 9191T
voice-class sip rel1xx disable
dtmf-relay rtp-nte
codec g711ulaw
no vad
# Configure Unified CVP Error
dial-peer voice 929292 voip
description CVP SIP error dial-peer
service cvperror
incoming called-number 9292T
voice-class sip rel1xx disable
dtmf-relay rtp-nte
codec g711ulaw
no vad
Step 4
Configure default Unified CVP http, ivr, rtsp, mrcp and vxml settings:
http client cache memory pool 15000
http client cache memory file 1000
http client cache refresh 864000
no http client connection persistent
http client connection timeout 60
http client connection idle timeout 10
http client response timeout 30
ivr prompt memory 15000
vxml tree memory 500
vxml audioerror
vxml version 2.0
Step 5
Configure VXML leg where the incoming called-number matches the Network VRU Label:
dial-peer voice 7777 voip
description Used for VRU leg
service bootstrap
incoming called-number 777T
dtmf-relay rtp-nte
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Configure A-law Codec for Ingress and VXML Gateways
codec g711ulaw
no vad
Configure A-law Codec for Ingress and VXML Gateways
Perform the procedures in this section only if you are using the A-law codec.
Configure Ingress Gateway
Procedure
Step 1
Add the voice class codec 1 to set the codec preference in dial-peer:
voice class codec 1
codec preference 1 g729r8
codec preference 2 g711alaw
Example:
dial-peer voice 70021 voip
description Used for Switch leg SIP Direct
preference 1
max-conn 225
destination-pattern xxxx...... # Customer specific destination
session protocol sipv2
session target ipv4:###.###.###.### # IP Address for Unified CVP
session transport tcp
voice class codec 1
voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
dtmf-relay rtp-nte
no vad
Step 2
Modify the dial-peer to specify the codec explicitly for a dial-peer:
dial-peer voice 9 voip
description For Outbound Call for Customer
destination-pattern <Customer Phone Number Pattern>
session protocol sipv2
session target ipv4:<Customer SIP Cloud IP Address>
session transport tcp
voice-class sip rel1xx supported "100rel"
voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
dtmf-relay rtp-nte
codec g711alaw
no vad
dial-peer voice 10 voip
description ***To CUCM Agent Extension For Outbound***
destination-pattern <Agent Extension Pattern to CUCM>
session protocol sipv2
session target ipv4:<CUCM IP Address>
voice-class sip rel1xx supported "100rel"
dtmf-relay rtp-nte
codec g711alaw
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Configure A-law Codec for Ingress and VXML Gateways
Configure VXML Gateway
Procedure
Modify the following dial-peer to specify the codec explicitly for a dial-peer:
dial-peer voice 919191 voip
description Unified CVP SIP ringtone dial-peer
service ringtone
incoming called-number 9191T
voice-class sip rel1xx disable
dtmf-relay rtp-nte
codec g711alaw
no vad
dial-peer voice 929292 voip
description CVP SIP error dial-peer
service cvperror
incoming called-number 9292T
voice-class sip rel1xx disable
dtmf-relay rtp-nte
codec g711alaw
no vad
dial-peer voice 7777 voip
description Used for VRU leg #Configure VXML leg where the incoming called
service bootstrap
incoming called-number 7777T
dtmf-relay rtp-nte
codec g711alaw
no vad
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CHAPTER
13
Configure Cisco Unified Communications
Manager
• Cisco Unified Communications Manager Configuration, page 89
• Configure Fully Qualified Domain Name, page 90
• Configure Cisco Unified Communications Manager Groups, page 90
• Configure Conference Bridges, page 90
• Configure Media Termination Points, page 91
• Transcoder Configuration in Unified CM and IOS Gateway, page 91
• Configure Media Resource Groups, page 92
• Configure and Associate Media Resource Group List, page 93
• Configure CTI Route Point, page 93
• Configure Ingress Gateways for Locations-based Call Admission Control, page 94
• Configure Route Group, page 94
• Add a SIP Profile in Unified CM, page 95
• Configure Trunk, page 96
Cisco Unified Communications Manager Configuration
This chapter contains the configuration procedures you must perform to configure Unified Communications
Manager on Side A and Side B.
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Configure Fully Qualified Domain Name
Configure Fully Qualified Domain Name
Procedure
Step 1
Step 2
Step 3
Step 4
Open Cisco Unified Communications Manager and log in.
Navigate to System > Enterprise Parameters.
Fill in Clusterwide Domain Configuration > Cluster Fully Qualified Domain Name with the Fully Qualified
Domain Name of your cluster.
Click Save.
Configure Cisco Unified Communications Manager Groups
Complete the following procedure to add a Cisco Unified Communications Manager to the Unified
Communications Manager Group.
Procedure
Step 1
Select Cisco Unified CM Administrator from the Navigation menu and click Go.
Step 2
Select System > Cisco Unified CM Group.
Step 3
Click Find. Then click Default.
Step 4
Step 5
Step 6
Move the two subscribers from the Available panel to the Selected panel.
Click Save.
Click Reset.
Configure Conference Bridges
Perform this procedure for each gateway in the deployment.
Procedure
Step 1
Step 2
Step 3
Step 4
Select Media Resources > Conference bridge.
Click Add New.
Select Conference Bridge Type of Cisco IOS Conference Bridge.
In the Conference Bridge name field, enter a unique identifier for the conference bridge name that matches
the configuration on the gateway.
In the example, this is gw70conf.
# Add a SCCP group for each of the hardware resource types
sccp ccm group 1
associate ccm 1 priority 1
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Configure Media Termination Points
associate profile 2 register gw70mtp
associate profile 1 register gw70conf
associate profile 3 register gw70xcode
Step 5
Step 6
Step 7
Select a Device Pool.
Click Save.
Click Apply Config.
Related Topics
Configure Cisco IOS Enterprise Voice Gateway, on page 81
Configure Media Termination Points
Complete this procedure for each gateway in the deployment.
Procedure
Step 1
Step 2
Step 3
Select Media Resources > Media Termination Point.
Click Add New.
In the Media Termination Point Name field, enter a unique identifier for the media termination that coincides
with the configuration on the gateway.
In the example, this is gw70mtp.
# Add a SCCP group for each of the hardware resource types
sccp ccm group 1
associate ccm 1 priority 1
associate profile 2 register gw70mtp
associate profile 1 register gw70conf
associate profile 3 register gw70xcode
Step 4
Step 5
Step 6
Select a Device Pool.
Click Save.
Click Apply Config.
Related Topics
Configure Cisco IOS Enterprise Voice Gateway, on page 81
Transcoder Configuration in Unified CM and IOS Gateway
A transcoder is required for multicodec scenarios to convert a stream from a G.711 codec to a G.729 codec.
For more information about transcoder configuration in Unified Communications Manager and gateway, see
the section "Configure Transcoders and Media Termination Points" in the System Configuration Guide for
Cisco Unified Communications Manager at http://www.cisco.com/c/en/us/support/unified-communications/
unified-communications-manager-callmanager/products-installation-and-configuration-guides-list.html.
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Configure Media Resource Groups
Configure Transcoders
Perform this procedure for each gateway in the deployment.
Procedure
Step 1
Step 2
Step 3
Step 4
In Unified Communications Manager Administration, select Media Resources > Transcoder.
Click Add New.
For Transcoder Type, select Cisco IOS enhanced media termination point.
In the Device Name field, enter a unique identifier for the transcoder name that coincides with the configuration
on the gateway.
# Add a SCCP group for each of the hardware resource types
sccp ccm group 1
associate ccm 1 priority 1
associate profile 2 register gw70mtp
associate profile 1 register gw70conf
associate profile 3 register gw70xcode
Step 5
In the Device Pool field, select the appropriate device pool.
Step 6
Step 7
Click Save.
Click Apply Config.
Related Topics
Configure Cisco IOS Enterprise Voice Gateway, on page 81
Configure the CVP Call Server Dial Peers in Ingress Gateway
The Ingress Gateway to Unified CVP outbound dial peer configuration uses the IPv4 address of Unified CVP
as the session target.
Configure Media Resource Groups
Procedure
Step 1
Step 2
Select Media Resources > Media Resource Group.
Add a Media Resource Group for Conference Bridges.
a) Click Add New.
b) Enter a Name.
c) From the Available list, select all the Cisco IOS conference bridge resources configured for each
ingress/VXML combination gateway in the deployment and add them to the group.
d) Click Save.
Step 3
Add a Media Resource Group for Media Termination Point.
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Configure and Associate Media Resource Group List
a) Click Add New.
b) Enter a Name.
c) From the Available list, select all the hardware media termination points configured and add them to the
group.
d) Click Save.
Step 4
Add a Media Resource Group for Transcoder.
a) Click Add New.
b) Enter a Name.
c) From the Available list, select all the transcoders configured and add them to the group.
d) Click Save.
Step 5
Click Save.
Configure and Associate Media Resource Group List
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Select Media Resources > Media Resource Group List.
Click Add New and enter a Name.
Add a Media Resource Group list and associate all of the media resource groups. Click Save.
Select System > Device Pool. Click Find. Select the appropriate device pool.
From the Media Resource Group List drop-down list, choose the media resource group list added in Step 2.
Click Save. Click Reset.
Configure CTI Route Point
Complete the following procedure to add a computer telephony integration (CTI) route point for agents to
use for transfers and conferences.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
In Cisco Unified CM Administration, select Device > CTI Route Point.
Click Add New.
Set a device name; for example, PCCEInternalDNs.
For Device Pool, select Default.
Select a Media Resource Group List from the list.
Click Save.
Click on Line [1] to configure the directory number associated with this route point.
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Configure Ingress Gateways for Locations-based Call Admission Control
This directory number will be a pattern that is intended to match any of the internal Dialed Numbers you
configure in Packaged CCE for internally routed calls. (For instance, for Transfers and Conferences).
Define a pattern that is flexible enough to match all your internal dialed numbers yet restrictive
enough not to inadvertently intercept calls intended for other Route Patterns you may have
defined for other parts of your dial plan. Use a unique prefix for internal calls. For example, if
you have internal dialed numbers 1230000 and 1231111, then an appropriate line number to
enter for the cti route point would be 123XXXX.
Select User Management > Application User.
Important
Step 8
Step 9
Select pguser created during Packaged CCE automated initialization.
Step 10 Select the CTI Route Point from the list of Available Devices, and add it to the list of Controlled Devices.
Step 11 Click Save.
Configure Ingress Gateways for Locations-based Call Admission Control
Locations-based call admission control (CAC) is used in the Unified CCE branch-office call flow model (also
known as the Centralized Model). This means that all servers (Unified CVP, Unified CCE, Unified
Communications Manager, and SIP Proxy server) are centralized in one or two data centers, and each branch
office.
Configure Unified Communications Manager to use the Ingress gateway instead of Unified CVP as the
originating location of the call. This configuration ensures that CAC can be properly adjusted based on the
locations of the calling endpoint and the phone.
Important
Do not define Unified CVP as a gateway device in Unified Communications Manager.
Procedure
In Cisco Unified CM Administration, define the Ingress gateways as gateway devices. Assign the correct
location to the devices.
Configure Route Group
Complete the following procedure to create a route group.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In Unified Communications Manager, select Call Routing > Route Hunt > Route Group.
Click Add New.
Enter a name for the route group; for example, CVP Route Group.
Using the Add to Route Group button, add all CVP Trunks as Selected Devices.
Click Save.
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Add a SIP Profile in Unified CM
Configure Route List
Complete the following procedure to add a route list to the route group.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
In Unified Communications Manager, select Call Routing > Route Hunt > Route List.
Click Add New.
Enter a name for the route list; for example, CVP Route List.
Select a Cisco Unified Communications Manager Group.
Add the route group you created.
Click Save.
Configure Route Pattern
Complete the following procedure to add a route pattern to the route list.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
In Unified Communications Manager, select Call Routing > Route Hunt > Route Pattern.
Click Add New.
Enter a route pattern of 8881111000XXXX.
Select the route list that you created.
Keep all defaults in all panels
Click Save.
Click OK at the message about the Forced Authorization Code. You do not want a Forced Authorization
Code.
Add a SIP Profile in Unified CM
This option allows a dual-stack SIP trunk to offer both IPv4 and IPv6 media. Perform this procedure for
IPv6-enabled deployments only.
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Configure Trunk
Procedure
Step 1
Step 2
Step 3
Step 4
From Cisco Unified CM Administration, choose Device > Device Settings > SIP Profile.
Click Add New and enter the name of the SIP profile.
Check the Enable ANAT check box on the SIP Profile.
Save your changes.
Configure Trunk
There are four Unified CVP servers, and each must be associated with a SIP trunk in Unified Communications
Manager. The following procedure explains how to configure four SIP trunks, each targeting a different
Unified CVP server.
Actual customer site topology may necessitate the use of alternate SIP trunk plans, which are supported as
long as all four Unified CVP servers are targeted by the configured SIP trunks.
Procedure
Step 1
Step 2
Step 3
Step 4
In Unified Cisco CM Administration, select Device > Trunk.
Click Add New.
From the Trunk Type drop-down list, choose SIP Trunk, and then click Next.
Enter the following in the Device Information section:
a)
b)
c)
d)
Step 5
In the Device Name field, enter a name for the SIP trunk, for example, sipTrunkCVP1A.
In the Device Pool drop-down list, select the device pool that the customer has defined.
Select a Media Resource Group List from the list.
Make sure that the Media Termination Point Required check box is not checked.
Scroll down to the SIP Information section:
a) In Row 1 of the Destination table, enter the IP address of a CVP server. Accept the default destination
port of 5060.
b) In the SIP Trunk Security Profile drop-down list, select Non Secure SIP Trunk Profile.
c) In the SIP Profile drop-down list, select Standard SIP Profile.
d) In the DTMF Signaling Method drop-down list, select RFC 2833.
Step 6
Step 7
Step 8
Click Save.
Click Reset.
Repeat for all the remaining Unified CVP servers in the deployment.
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CHAPTER
14
Configure Cisco Unified Intelligence Center
• Cisco Unified Intelligence Center Configuration, page 97
• Configure Unified Intelligence Center Data Sources for External AW-HDS-DDS, page 97
• Download Report Bundles, page 98
• Import Report Bundles, page 99
• Configure Unified Intelligence Center Administration, page 100
Cisco Unified Intelligence Center Configuration
This chapter contains the configuration procedures you must perform to configure Unified Intelligence Center
on Side A and Side B.
Configure Unified Intelligence Center Data Sources for External AW-HDS-DDS
Perform this procedure only if your deployment includes an external AW-HDS-DDS.
Before You Begin
Configure the Unified Intelligence Center SQL user for the External AW-HDS-DDS databases before
configuring the data sources. For more information, see Configure Unified Intelligence Center SQL User
Account on the External AW-HDS-DDS, on page 125.
Procedure
Step 1
Step 2
Step 3
Sign in to Unified Intelligence Center with your Cisco Intelligence Center administrator account
(https://<hostname>:8444/cuic).
Click Data Sources in the left panel.
Select the Unified CCE Historical Data Source. Click Edit.
a) In the Datasource Host field, enter the IP Address of the external AW-HDS-DDS server.
b) In the Port field, enter 1433.
c) In the Database Name field, enter {instance}_awdb.
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Download Report Bundles
d) Leave the Instance field blank.
e) Select the Timezone.
f) In the Database User ID, enter the user name that you configured for the Cisco Unified Intelligence Center
SQL Server user account.
g) Enter and confirm the SQL Server User password.
h) Select the Charset based on the collation of SQL Server installation.
i) Click Test Connection.
j) Click Save.
Step 4
Click the Secondary tab to configure Unified CCE Historical Data Source.
a) Check the Failover Enabled checkbox.
b) In the Datasource Host field, enter the IP address of the second external AW-HDS-DDS server.
c) In the Port field, enter 1433.
d) In the Database Name field, enter {instance}_awdb.
e) Complete other fields as in the Primary tab.
f) Click Test Connection.
g) Click Save.
Step 5
Repeat this procedure for the Unified CCE Realtime Data Source.
The Database Name for the Realtime Data Source is {instance}_awdb.
Related Topics
Configure Unified Intelligence Center SQL User Account on the External AW-HDS-DDS, on page 125
Download Report Bundles
The following Cisco Unified Intelligence Center report bundles are available as downloads from Cisco.com
http://software.cisco.com/download/type.html?mdfid=282163829&catid=null. Click the Intelligence Center
Reports link to view all available report bundles:
• Realtime and Historical Transitional templates - Introductory templates designed for new users. These
templates are simplified versions of the All Fields templates, and are similar to templates available in
other contact center solutions.
• Realtime and Historical All Fields templates - Templates that provide data from all fields in a database.
These templates are most useful as a basis for creating custom report templates.
• Live Data templates - Templates that provide up to the moment data for contact center activity.
• Realtime and Historical Outbound templates - Templates for reporting on Outbound Option activity.
Import these templates if your deployment includes Outbound Option.
• Realtime and Historical Cisco SocialMiner templates - Templates for reporting on SocialMiner activity.
Import these templates if your deployment includes SocialMiner.
• Cisco Unified Intelligence Center Admin Security templates - Templates to report on Cisco Unified
Intelligence Server audit trails, permissions, and template ownership.
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Import Report Bundles
Some of the templates in these bundles are not applicable in Cisco Packaged CCE deployment. See the Cisco
Packaged Contact Center Enterprise Reporting User Guide at http://www.cisco.com/en/US/products/ps12586/
tsd_products_support_series_home.html for more information about the templates used in Packaged CCE
deployments.
Additionally, sample custom report templates are available from Cisco DevNet (https://developer.cisco.com/
site/reporting/documentation/) and include templates for:
• Cisco Unified E-Mail Interaction Manager (Unified EIM)
• Cisco Unified Web Interaction Manager (Unified WIM)
• Cisco Unified Customer Voice Portal (Unified CVP)
When downloading report template bundles, select bundles for the version of software deployed in your
contact center.
Import Report Bundles
Procedure
Step 1
Step 2
In Unified Intelligence Center, click Reports in the left pane.
Click Import Report.
Step 3
In the File Name (XML or ZIP file) field, click Browse.
Step 4
Browse to and select the report bundle zip file, and click Open.
Select a report bundle for the version of software deployed in the contact center.
Step 5
Step 6
Step 7
Select the location where you want to save the file.
Click Import.
Choose one:
• If the report or reports do not yet exist, you must provide the data source. From the Data Source for
ValueList drop-down list, select the data source used. Then click Import.
Note
You have to select a data source for the value list only if it does not use the same data source
as the report definition. For LiveData reports, the Data Source for ReportDefinition is LiveData
Streaming and the Data Source for ValueList is UCCE Realtime. For real time reports, the Data
Source is UCCE Realtime. For historical reports, the Data Source is UCCE Historical.
• If the report or reports do exist, a message appears asking you if you want to replace the existing report
(which overwrites any report definition changes associated to it). Click Yes, Yes to All, No, or No to
All.
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Configure Unified Intelligence Center Administration
Configure Unified Intelligence Center Administration
Procedure
Step 1
Sign in to the Cisco Unified Intelligence Center Administration Console
(https://<hostname>:8443/oamp).
Step 2
Configure the Active Directory tab under Cluster Configuration > Reporting Configuration.
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
Enter the Host Address for the Primary Active Directory Server.
Leave the default value for Port.
Complete the Manager Distinguished Name fields.
Enter and confirm the password with which the Manager accesses the domain controller.
For User Search Base, specify the Distinguished Name of the domain you want to search.
For Attribute for User ID, select sAMAccountName.
Add at least one domain for the UserName Identifier. Do not type the @ sign before the domain name.
Set a domain as the default.
Click Test Connection.
Click Save.
For more details, see the online
help.
Configure syslog for all devices.
a) Choose Device Management > Log and Trace Settings.
b) For each host address:
Note
Step 3
• Select the associated servers and click the arrow to expand.
• Select the server name.
• In the Edit Serviceability Settings screen Syslog Settings pane, configure the Primary and Backup
Host. Click Save.
Step 4
Configure SNMP for all devices, if used.
a) Select Network Management > SNMP.
b) Navigate to SNMP and for each server add the following:
• V1/V2c Community Strings.
• Notification Destination.
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Configure Cisco Finesse
• Cisco Finesse Configuration, page 101
• Configure Contact Center Agents and Routing for Live Data Reports, page 101
• Disable Agent Queue Statistics Gadget in Default Desktop Layout, page 102
• Live Data Reports, page 102
Cisco Finesse Configuration
This chapter contains the configuration procedures you must perform to configure Cisco Finesse on Side A
and Side B.
Configure Contact Center Agents and Routing for Live Data Reports
In order to test the Live Data reports in the Finesse desktops, configure the following in Unified CCE
Administration (https://<Side A/B Unified CCE Data Server IP address>/cceadmin):
• Agents
• Skill groups or precision queues
• Call types
• Dialed numbers
• Network VRU scripts
• Routing scripts
Note
Routing scripts are configured in Script Editor, which you can open from Unified CCE Administration
Tools.
For instructions, see the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide
at http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/
products-maintenance-guides-list.html.
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Disable Agent Queue Statistics Gadget in Default Desktop Layout
Disable Agent Queue Statistics Gadget in Default Desktop Layout
The Agent Queue Statistics gadget (QueueStatistics.jsp) is enabled by default in the default desktop layout
XML code. However, this gadget is not supported for the Agent role in Packaged CCE deployments. The
Live Data Reports gadgets provide equivalent functionality for the Agent role.
This procedure explains how to disable the Agent Queue Statistics Gadget in the default desktop layout for
the Agent role. Use this procedure after a fresh installation of Cisco Finesse.
If you have upgraded Cisco Finesse, complete the Finesse postupgrade desktop layout tasks before performing
this procedure.
Procedure
Step 1
Sign in to Finesse administration (https://<FQDN of Finesse server>/cfadmin).
If you are using an IPv6 client, you must include the port number in the URL (https://<FQDN of Finesse
Primary node>:8445/cfadmin).
Step 2
Step 3
Click the Desktop Layout.
Either:
• Delete the Agent Queue Statistics Gadget from the XML:
<gadget>/desktop/gadgets/QueueStatistics.jsp</gadget>
• Disable the gadget by adding comment characters (<!-- and -->) to the Agent Queue Statistics Gadget
for the Agent roles, as follows: <!-- <gadget>/desktop/gadgets/QueueStatistics.jsp</gadget>
-->
Step 4
Click Save.
Related Topics
Finesse Desktop Layout Postupgrade Tasks, on page 177
Live Data Reports
Cisco Unified Intelligence Center provides Live Data real-time reports that you can add to the Finesse desktop.
Prerequisites for Live Data
Before you add Live Data reports to the desktop, you must meet the following prerequisites:
• Download the Live Data reports from Cisco.com and import them into Cisco Unified Intelligence Center.
Verify that the reports are working in Unified Intelligence Center.
• Ensure that user synchronization is enabled for Cisco Unified Intelligence Center. For more information,
see the Administration Console User Guide for Cisco Unified Intelligence Center at http://
www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/
products-maintenance-guides-list.html.
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• For HTTPS, you must upload security certificates to the Finesse and Cisco Unified Intelligence Center
servers. Both Finesse and Cisco Unified Intelligence Center are installed with self-signed certificates.
However, if you use the self-signed certificates, agents and supervisors must accept certificates in the
Finesse desktop when they sign in before they can use the Live Data gadget. To avoid this requirement,
you can provide a CA certificate instead. You can obtain a CA certificate from a third-party certificate
vendor or produce one internal to your organization.
Related Topics
Download Report Bundles, on page 98
Import Report Bundles, on page 99
Certificates for Live Data, on page 182
Add Live Data Reports to Finesse
The following sections describe how to add the Live Data reports to the Finesse desktop. The procedure that
you follow depends on several factors, described in the following table.
Procedure
When to use
Add Live Data reports to default desktop layout
Use this procedure if you want to add Live Data
reports to the Finesse desktop after a fresh installation
or after an upgrade if you have not customized the
default desktop layout.
Add Live Data reports to custom desktop layout
Use this procedure if you have customized the Finesse
desktop layout.
Add Live Data reports to team layout
Use this procedure if you want to add Live Data
reports to the desktop layout for specific teams only.
Add Live Data Reports to Default Desktop Layout
The Finesse default layout XML contains commented XML code for the Live Data report gadgets available
for the Finesse desktop. The gadgets are divided into two categories: HTTPS version of Live Data gadgets
and HTTP version of Live Data gadgets.
This procedure explains how to add the Live Data report gadgets to the default desktop layout. Use this
procedure after a fresh installation of Finesse. If you upgraded Finesse but do not have a custom desktop
layout, click Restore Default Layout on the Manage Desktop Layout gadget and then follow the steps in this
procedure. Note that line breaks and spaces that appear in the example text are provided only for readability
and must not be included in the actual code.
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Procedure
Step 1
Sign in to the Finesse administration console (https://FQDN of Finesse server:Port
Number(8445)/cfadmin), in which FQDN refers to the fully qualified domain name.
Step 2
Step 3
Click the Desktop Layout tab.
Remove the comment characters (<!-- and -->) from each report that you want to add to the desktop layout.
Make sure you choose the reports that match the method your agents use to access the Finesse desktop (HTTP
or HTTPS).
Replace my-cuic-server with the fully qualified domain name of your Cisco Unified Intelligence Center Server.
Optionally, change the gadget height.
Step 4
Step 5
Example:
The height specified in the Live Data gadget URLs is 310 pixels. If you want to change the height, change
the gadgetHeight parameter in the URL to the desired value. For example, if you want the gadget height to
be 400 pixels, change the code as follows, replacing 310 with 400:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=400&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
To maintain the optimal display of the gadget with scroll bars, set the value for the gadget height to a minimum
of 200 pixels. If the report does not require scroll bars, for example a one-row report, you can set a smaller
gadget height (for example, 100 pixels). If you do not specify anything for the gadget height (if you remove
the 310 from the URL), it defaults to 170 pixels.
Step 6
Click Save.
Note
After you add a gadget, sign in to the Finesse desktop and make sure it appears the way you want.
If you use a report with a large number of rows, you may want to adjust the gadget height or the
screen resolution on the computer used to access the desktop to make the report easier to read or
make more rows appear on the screen without needing to scroll down.
Agents who are signed in when you change the desktop layout must sign out and sign back in to see
the change on their desktops.
Add Live Data Reports to Custom Desktop Layout
The Finesse default layout XML contains commented XML code for the Live Data report gadgets available
for the Finesse desktop. The gadgets are divided into two categories: HTTPS version of Live Data gadgets
and HTTP version of Live Data gadgets.
This procedure explains how to add the Live Data report gadgets to a custom desktop layout. Note that line
breaks and spaces that appear in the example text are provided only for readability and must not be included
in the actual code.
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Procedure
Step 1
Step 2
Step 3
Step 4
Sign in to the Finesse administration console.
Click the Desktop Layout tab.
Click Finesse Default Layout XML to show the default layout XML.
Copy the XML code for the report you want to add from the Finesse default layout XML.
Example:
To add the Agent Report for HTTPS, copy the following:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=310&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&
viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
Step 5
Paste the XML within the tab tags where you want it to appear.
Example:
To add the report to the home tab of the agent desktop:
<layout>
<role>Agent</role>
<page>
<gadget>/desktop/gadgets/CallControl.jsp</gadget>
</page>
<tabs>
<tab>
<id>home</id>
<label>finesse.container.tabs.agent.homeLabel</label>
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=310&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&
viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
</tab>
<tab>
<id>manageCall</id>
<label>finesse.container.tabs.agent.manageCallLabel</label>
</tab>
</tabs>
</layout>
Step 6
Step 7
Replace my-cuic-server with the fully qualified domain name of your Cisco Unified Intelligence Center Server.
Optionally, change the gadget height.
Example:
The height specified in the Live Data gadget URLs is 310 pixels. If you want to change the height, change
the gadgetHeight parameter in the URL to the desired value. For example, if you want the gadget height to
be 400 pixels, change the code as follows:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=400&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
To maintain the optimal display of the gadget with scroll bars, set the value for the gadget height to a minimum
of 200 pixels. If the report does not require scroll bars, for example a one-row report, you can set a smaller
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gadget height (for example, 100 pixels). If you do not specify anything for the gadget height (if you remove
the 310 from the URL), it defaults to 170 pixels.
Step 8
Click Save.
Note
After you add a gadget, sign in to the Finesse desktop and make sure it appears the way you want.
If you use a report with a large number of rows, you may want to adjust the gadget height or the
screen resolution on the computer used to access the desktop to make the report easier to read or
make more rows appear on the screen without needing to scroll down.
Agents who are signed in when you change the desktop layout must sign out and sign back in to see
the change on their desktops.
Add Live Data Reports to Team Layout
The Finesse default layout XML contains commented XML code for the Live Data report gadgets available
for the Finesse desktop. The gadgets are divided into two categories: HTTPS version of Live Data gadgets
and HTTP version of Live Data gadgets.
This procedure explains how to add the Live Data report gadgets to the desktop layout of a specific team.
Note that line breaks and spaces that appear in the example text are provided only for readability and must
not be included in the actual code.
Procedure
Step 1
Copy the XML code for the report you want to add from the Finesse default layout XML.
Example:
To add the Agent Report for HTTPS, copy the following:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=310&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
Step 2
Step 3
Step 4
Step 5
Step 6
Click the Team Resources tab.
Select the team from the list of teams for which you want to add the report.
In the Resources for <team name> area, click the Desktop Layout tab.
Check the Override System Default check box.
Paste the XML within the tab tags where you want it to appear.
Example:
To add the report to the home tab of the agent desktop:
<layout>
<role>Agent</role>
<page>
<gadget>/desktop/gadgets/CallControl.jsp</gadget>
</page>
<tabs>
<tab>
<id>home</id>
<label>finesse.container.tabs.agent.homeLabel</label>
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
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gadgetHeight=310&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&
viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
</tab>
<tab>
<id>manageCall</id>
<label>finesse.container.tabs.agent.manageCallLabel</label>
</tab>
</tabs>
</layout>
Step 7
Step 8
Replace my-cuic-server with the fully qualified domain name of your Cisco Unified Intelligence Center Server.
Optionally, change the gadget height.
Example:
The height specified in the Live Data gadget URLs is 310 pixels. If you want to change the height, change
the gadgetHeight parameter in the URL to the desired value. For example, if you want the gadget height to
be 400 pixels, change the code as follows:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=400&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
To maintain the optimal display of the gadget with scroll bars, set the value for the gadget height to a minimum
of 200 pixels. If the report does not require scroll bars, for example a one-row report, you can set a smaller
gadget height (for example, 100 pixels). If you do not specify anything for the gadget height (if you remove
the 310 from the URL), it defaults to 170 pixels.
Step 9
Click Save.
Note
After you add a gadget, sign in to the Finesse desktop and make sure it appears the way you want.
If you use a report with a large number of rows, you may want to adjust the gadget height or the
screen resolution on the computer used to access the desktop to make the report easier to read or
make more rows appear on the screen without needing to scroll down.
Agents who are signed in when you change the desktop layout must sign out and sign back in to see
the change on their desktops.
Modify Live Data Stock Reports for Finesse
This procedure describes how to modify the Live Data stock reports in Cisco Unified Intelligence Center and
add the modified report to the Finesse desktop layout. Note that line breaks and spaces that appear in the
example text are provided only for readability and must not be included in the actual code.
Note
To make sure the modified gadget renders in the Finesse desktop, you must give the appropriate permission
for that report in Cisco Unified Intelligence Center.
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Procedure
Step 1
Copy the gadget URL for the report you want to modify from the Finesse default layout XML and paste it
into a text editor.
Example:
If you want to modify the Agent Report for HTTPS, copy the following URL and paste it into a text editor:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?
gadgetHeight=310&viewId_1=99E6C8E210000141000000D80A0006C4&
filterId_1=agent.id=CL%20teamName&viewId_2=9AB7848B10000141000001C50A0006C4&
filterId_2=agent.id=CL%20teamName
</gadget>
Step 2
In Cisco Unified Intelligence Center, in Edit view of the report, select the view for which you want to create
a gadget URL and then click Links.
The HTML Link field displays the permalink of the customized report.
Step 3
Copy the permalink of the customized report from the HTML Link field, and paste it in a text editor. Then
copy the viewId value from this link into the desired view.
Example:
Copy the viewId, which is underlined in this example, from the permalink for the report.
https://<Server Name>:8444/cuic/permalink/PermalinkViewer.htmx?
viewId=5C90012F10000140000000830A4E5B33&linkType=htmlType&viewType=Grid
Step 4
Step 5
Step 6
Replace the desired viewId value in the gadget URL with the viewId value from the permalink of the customized
report.
Replace my-cuic-server with the FQDN of the Cisco Unified Intelligence Center Server.
Add the customized gadget URL to the desktop layout XML in the Manage Desktop Layout gadget and click
Save.
Note
After you add the gadget, sign in to the Finesse desktop and make sure it appears the way you want.
If you use a report with a large number of rows, you may want to adjust the gadget height or the
screen resolution on the computer used to access the desktop to make the report easier to read or
make more rows appear on the screen without the need to scroll.
Agents who are signed in when you change the desktop layout must sign out and sign back in to see
the change on their desktops.
Configure Live Data Reports with Multiple Views
Cisco Unified Intelligence Center allows you to display multiple Live Data reports or views on a single gadget.
Agents can select the desired view to display from a drop-down list on the gadget toolbar, which lists up to
five report views in Report Name - View Name format.
This procedure describes how to add multiple Live Data views to the Finesse desktop layout using the viewId_n
and filterId_n keys. You can specify up to five report views to appear in your gadget. The first view among
the five is the default view. There is no defined order for how the remaining views are displayed.
Finesse still supports the display of a single gadget using a single viewId. However, if you specify the single
viewId along with multiple viewId_n keys, the multiple views are used and the single viewId is ignored.
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Note
To make sure the modified gadget renders in the Finesse desktop, you must give the appropriate permission
for that report in Unified Intelligence Center.
Procedure
Step 1
For each report or view that you want to include in the gadget, obtain the associated viewId from the permalink
for the view:
a) In Unified Intelligence Center, in Edit view of the report, select the desired view then click Links.
The HTML Link field displays the permalink of the customized report.
b) Copy the permalink of the customized report from the HTML Link field, and paste it in a text editor, and
then copy the viewID value from the permalink and save it.
Example:
Copy the viewId, which is underlined in this example, from the permalink for the report.
https://<Server Name>:8444/cuic/permalink/PermalinkViewer.htmx?
viewId=5C90012F10000140000000830A4E5B33&linkType=htmlType&viewType=Grid
Step 2
From the Finesse default layout XML, copy the gadget URL for one of the Live Data reports and paste it into
a text editor.
Example:
Copy the URL for the Agent Skill Group for HTTPS from the default layout XML and paste it into a text
editor:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&
viewId_1=9AB7848B10000141000001C50A0006C4&filterId_1=agent.id=CL%20teamName</gadget>
Step 3
To update the URL to refer to a different report view, populate the viewId_1 value (after the equal sign) with
the desired viewId obtained in step 1.
Example:
The following shows the URL updated with the example viewId copied from step 1.
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&
viewId_1=5C90012F10000140000000830A4E5B33&filterId_1=agent.id=CL%20teamName</gadget>
Step 4
For each additional view you want to include:
a) At the end of the URL, copy and paste the viewId_1 and agentId_1 strings with a leading ampersand.
Example:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&
viewId_1=5C90012F10000140000000830A4E5B33&filterId_1=agent.id=CL%20teamName&
viewId_1=5C90012F10000140000000830A4E5B33&filterId_1=agent.id=CL%20teamName</gadget>
b) Update the copied viewId_1 and filterId_1 in the URL to the next available integer (in this example,
viewId_2 and filterId_2).
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Example:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&
viewId_1=5C90012F10000140000000830A4E5B33&filterId_1=agent.id=CL%20teamName&
viewId_2=5C90012F10000140000000830A4E5B33&filterId_2=agent.id=CL%20teamName</gadget>
c) Populate the copied viewId value (after the equal sign) with the value defined in the permalink for the
desired report (in this example, 99E6C8E210000141000000D80A0006C4).
Example:
<gadget>https://my-cuic-server:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&
viewId_1=5C90012F10000140000000830A4E5B33&filterId_1=agent.id=CL%20teamName&
viewId_2=99E6C8E210000141000000D80A0006C4&filterId_2=agent.id=CL%20teamName</gadget>
d) Make sure that the filterId value matches the type required by the report type, as follows:
• Agent Reports: filterId_N=agent.id=CL%20teamName
• Agent Skill Group Reports: filterId_N=agent.id=CL%20teamName
• Skill Group Reports: filterId_N=skillGroup.id=CL%20teamName
• Precision Queue Reports: filterId_N=precisionQueue.id=CL%20teamName
Step 5
Step 6
Replace my-cuic-server with the fully qualified domain name of your Cisco Unified Intelligence Center Server.
Add the customized gadget URL to the desktop layout XML in the Manage Desktop Layout gadget and click
Save.
Note
After you add the gadget, sign in to the Finesse desktop and make sure it appears the way you want.
If you use a report with a large number of rows, you may want to adjust the gadget height or the
screen resolution on the computer used to access the desktop to make the report easier to read or
make more rows appear on the screen without the need to scroll.
Agents who are signed in when you change the desktop layout must sign out and sign back in to see
the change on their desktops.
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CHAPTER
16
Configure IPv6
• IPv6 Configuration, page 111
• Set Up IPv6 for VOS-Based Contact Center Applications, page 111
• Configure NAT64 for IPv6-Enabled Deployments, page 113
• Configure IPv6 on Unified CVP Call Server, page 115
• Configure Gateways to Support IPv6, page 115
• Configure IPv6 on Unified Communications Manager, page 116
IPv6 Configuration
Packaged CCE can support IPv6 connections for agent and supervisor Finesse desktops and phones. An
IPv6-enabled deployment can use either all IPv6 endpoints or a mix of IPv4 and IPv6 endpoints. Servers that
communicate with these endpoints can accept both IPv4 and IPv6 connections. Communication between
servers continues to use IPv4 connections.
This chapter contains the configuration procedures that you perform for IPv6-enabled deployments.
Set Up IPv6 for VOS-Based Contact Center Applications
By default, only IPv4 is enabled for Unified Communications Manager, Cisco Finesse, and Unified Intelligence
Center.
If you choose to enable IPv6 on these applications, you must enable it on both the publisher/primary nodes
and subscriber/secondary nodes for those applications.
You can use Cisco Unified Operating System Administration or the CLI to enable IPv6.
See the Cisco Packaged Contact Center Enterprise Design Guide at http://www.cisco.com/c/en/us/support/
customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html for more
information about IPv6 support in Packaged CCE deployments.
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Set Up IPv6 Using Cisco Unified Operating System Administration
To set up IPv6 using Cisco Unified Operating System Administration, perform the following procedure on
the primary and secondary VOS servers.
Procedure
Step 1
Sign into Cisco Unified Operating System Administration on the Publisher/Primary node:.
• Unified Communications Manager and Unified Intelligence Center: https://<host or IP
address of the Publisher or Primary node>/cmplatform
• Finesse: https://FQDN of the Primary node:8443/cmplatform
Step 2
Step 3
Step 4
Step 5
Navigate to Settings > IP > Ethernet IPv6.
Step 6
Click Save.
The server restarts.
Repeat this procedure on the subscriber/secondary node.
Step 7
Check the Enable IPv6 check box.
Enter values for IPv6Address, Prefix Length, and Default Gateway.
Check the Update with Reboot check box.
Set Up IPv6 for VOS-Based Applications Using the CLI
To set up IPv6 using the CLI, perform the following procedure on both the primary and secondary VOS
servers.
Procedure
Step 1
Step 2
Access the CLI on the VOS server.
To enable or disable IPv6, enter:
set network ipv6 service {enable | disable}
Step 3
Set the IPv6 address and prefix length:
set network ipv6 static_address addr mask
Example:
set network ipv6 static_address 2001:db8:2::a 64
Step 4
Set the default gateway:
set network ipv6 gateway addr
Step 5
Restart the system for the changes to take effect.
utils system restart
Step 6
To display the IPv6 settings, enter:
show network ipv6 settings
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Configure NAT64 for IPv6-Enabled Deployments
NAT64 allows communication between IPv6 and IPv4 networks. For IPv6-enabled deployments, you must
set up NAT64 so that supervisors on an IPv6 network can access Unified CCE Administration web tools on
an IPv4 network.
You can use either Stateful and Stateless NAT64. To read more about which translation type is the most
appropriate for your deployment see Table 2. Comparison Between Stateless and Stateful NAT64 here: http:/
/www.cisco.com/c/en/us/products/collateral/ios-nx-os-software/enterprise-ipv6-solution/white_paper_
c11-676278.html
Note
NAT64 is NOT supported on M train IOS. T train is required.
For more information, see the Compatibility Matrix for Packaged Contact Center Enterprise at http://
docwiki.cisco.com/wiki/Compatibility_Matrix_for_Packaged_CCE.
The following example network diagram and interface configuration demonstrates Stateful NAT64 translation
between an IPv6 network and an IPv4 network.
interface GigabitEthernet0/0
description ipv4-only interface
ip address 10.10.10.81 255.255.255.128
duplex auto
speed auto
nat64 enable
no mop enabled
interface GigabitEthernet0/1
description ipv6-only interface
no ip address
duplex auto
speed auto
nat64 enable
ipv6 address 2001::1/64
ipv6 enable
ipv6 unicast-routing
ipv6 cef
!
nat64 prefix stateful 3001::/96
nat64 v4 pool POOL1 10.10.10.129 10.10.10.250
nat64 v6v4 list V6ACL1 pool POOL1 overload
ipv6 router rip RIPv6
!
ipv6 router rip RIP
!
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ipv6 access-list V6ACL1
permit ipv6 2001::/64 any
Configure DNS for IPv6
To meet the requirement that Unified CCE Administration be accessed by FQDN, a Forward lookup AAAA
record for the Unified CCE Data Servers and any External AW-HDS-DDS servers must be created in DNS.
The steps in this procedure are for a Windows DNS server.
Procedure
Step 1
Step 2
Step 3
Step 4
In Windows, navigate to Administrative Tools > DNS. This opens the DNS Manager.
In the Forward lookup zone, navigate to your deployment's domain name.
Right-click the domain name and select New Host (A or AAAA).
In the New Host dialog box, enter the computer name and IP address of the Unified CCE Data Servers and
any External AW-HDS-DDS servers. Click Add Host.
Determine IPv6 Translation of IPv4 Address for DNS Entry
You can determine the IPv6 address needed for the AAAA DNS record by running a ping command on any
Windows machine using mixed notation. Type “ping -6” followed by your IPv6 Nat64 Prefix, two colons,
and then the IPv4 address.
In the ping response, the IPv4 address is converted to the hexadecimal equivalent. Use this address in your
static AAAA record.
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Note
Optionally, DNS64 can be used in place of static DNS entries. Use of DNS64 helps facilitate translation
between IPv6 and IPv4 networks by synthesizing AAAA resource records from A resource records.
The NAT64 Technology: Connecting IPv6 and IPv4 Networks whitepaper gives an overview of DNS64
and how it is used with IPv6: http://www.cisco.com/c/en/us/products/collateral/ios-nx-os-software/
enterprise-ipv6-solution/white_paper_c11-676278.html.
Configure IPv6 on Unified CVP Call Server
For IPv6-enabled deployments, you must add an IPv6 address to your Unified CVP Call Server's existing
network interface.
Perform this procedure only if you have an IPv6-enabled environment.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
On the Unified CVP Call Server, navigate to Control Panel > Network and Sharing.
Click Ethernet.
From the Ethernet Status window, select Properties.
Check the Internet Protocol Version 6 (TCP/IPv6) check box, and choose Properties.
Choose Use the following IPv6 address radio button.
Enter values in the IPv6 address, Subnet prefix length, and Default gateway fields.
Click OK and restart Windows when prompted.
Configure Gateways to Support IPv6
For IPv6-enabled deployments, you must configure your Ingress and VXML gateways to enable IPv6
addressing.
Configure an Interface to Support IPv6 Protocol Stack
This procedure applies to both the Ingress and the VXML gateway.
Procedure
Configure the following on the Gateway:
>Enable
>configure terminal
>interface type number
>ipv6 address{ ipv6-address / prefix-length | prefix-name sub-bits / prefix-length}
>ipv6 enable
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Enable ANAT in Ingress Gateway
Procedure
Configure the following on the Gateway:
>conf t
>voice service voip
>SIP
>ANAT
>bind control source-interface GigabitEthernet0/2
>bind media source-interface GigabitEthernet0/2
Enable Dual Stack in the Ingress Gateway
Procedure
Configure the following on the Gateway:
>conf t
>sip-ua
>protocol mode dual-stack preference ipv6
Configure IPv6 on Unified Communications Manager
In an IPv6-enabled environment, you must perform the procedures in this section to configure IPv6 on Unified
Communications Manager.
Cluster-Wide Configuration in Unified CM Administration
Perform the following procedure to set IPv6 as the addressing mode preference for media and signaling
cluster-wide.
Procedure
Step 1
Step 2
From Cisco Unified CM Administration, choose System > Enterprise Parameters > IPv6 Configuration
Modes to configure the cluster-wide IPv6 settings for each Unified Communications Manager server.
From the Enable IPv6 drop-down list, choose True.
Step 3
Step 4
Step 5
Step 6
From the IP Addressing Mode Preference for Media drop-down list, choose IPv6.
From the IP Addressing Mode Preference for Signaling drop-down list, choose IPv6.
From the Allow Auto-configuration for Phones drop-down list, choose Off.
Save your changes.
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Transcoding
In an IPv6-enabled environment, a transcoder is required for the following scenarios:
• An agent logged in to an IPv6 endpoint needs to send or receive transfers from an agent logged in to an
IPv4 endpoint.
• An agent logged in to an IPv6 endpoint needs to connect to a VXML Gateway for self service.
Related Topics
Transcoder Configuration in Unified CM and IOS Gateway, on page 91
Add a Common Device Configuration Profile in Unified Communications Manager
In an IPv6-enabled environment, you may have both IPv4 and IPv6 devices.
Perform the following procedure to add an IPv4, IPv6, or dual stack common device configuration profile in
Unified Communications Manager.
Procedure
Step 1
Step 2
Step 3
From Cisco Unified CM Administration, choose Device > Device Settings > Common Device
Configuration.
Click Add New and enter the name of the new common device configuration profile.
From the IP Addressing Mode drop-down list:
• To add an IPv6 common device configuration profile in Unified Communications Manager, choose
IPv6 only.
• To add an IPv4 common device configuration profile in Unified Communications Manager, choose
IPv4 only.
• To add a dual stack common device configuration profile in Unified Communications Manager, choose
IPv4 and IPv6. Then choose IPv4 from the IP Addressing Mode Preference for Signaling drop-down
list.
Step 4
Save your changes.
Associate the Common Device Configuration Profile with Gateway Trunk
Perform the following procedure to associate the common device configuration profile with the Gateway
trunk. This procedure applies to the Ingress Gateway.
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Procedure
Step 1
Step 2
Step 3
From Cisco Unified CM Administration, choose Device > Trunk.
Click Find.
Choose the trunk profile that you want to view.
From the Common Device Configuration drop-down list:
• To associate the IPv6 common device configuration profile with the Gateway trunk, choose the IPv6
common device configuration profile.
• To associate the IPv4 common device configuration profile with the Gateway trunk, choose the IPv4
common device configuration profile.
Note
Step 4
Step 5
Unified CM gateway trunk supports only an IPv4 or IPv6 trunk. You cannot associate a dual stack
common device configuration profile to a Unified CM gateway trunk.
Enter the IPv6 address in the Destination Address IPv6 field.
Note
Unified CM to Gateway trunk supports only standard SIP Profile and does not support ANAT enabled
dual-stack SIP trunk.
Save your changes.
Associate the Common Device Configuration Profile with an IPv4 or IPv6 Phone
Procedure
Step 1
Step 2
Step 3
From Cisco Unified CM Administration, choose Device > Phone.
Click Find.
Choose the trunk profile that you want to view.
From the Common Device Configuration drop-down list: choose the IPv6 common device configuration
profile.
• To associate the IPv6 common device configuration profile to an IPv6 phone, choose the IPv6 common
device configuration profile.
• To associate the IPv4 common device configuration profile to an IPv4 phone, choose the IPv4 common
device configuration profle.
Step 4
Save your changes.
Associate a SIP Profile in Unified CM
In an IPv6-enabled deployment, you must associate a SIP profile with the trunk you configured for Unified
CVP.
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Procedure
Step 1
Step 2
Step 3
Step 4
From Cisco Unified CM Administration, choose Device > Trunk.
Click Find. Choose the trunk profile that you want to view.
From the SIP Profile drop-down list, choose the SIP Profile you created.
Note
For more information on how to create a SIP Profile, see Add a SIP Profile in Unified CM, on page
95.
Save your change.
Related Topics
Configure Trunk, on page 96
Associate the Dual Stack Common Device Configuration Profile with SIP Trunk
Procedure
Step 1
Step 2
Step 3
Step 4
From Cisco Unified CM Administration, choose Device > Trunk.
Click Find. Choose the trunk profile that you want to view.
From the Common Device Configuration drop-down list, choose the Dual Stack Common Device
Configuration Profile.
Note
For more information on how to add a Dual Stack Common Device Configuration Profile, see Add
a Common Device Configuration Profile in Unified Communications Manager, on page 117.
Save your change.
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PART
IV
Optional External AW-HDS-DDS
• Install and Configure the External AW-HDS-DDS, page 123
CHAPTER
17
Install and Configure the External AW-HDS-DDS
• Install and Configure the External AW-HDS-DDS, page 123
• Create an HDS Database for the External AW-HDS-DDS, page 124
• Configure the External AW-HDS-DDS , page 124
• Configure Unified Intelligence Center SQL User Account on the External AW-HDS-DDS, page 125
Install and Configure the External AW-HDS-DDS
The default deployment pulls data from the Logger database on the Unified CCE Data Server, where Real-time,
Historical and Call Detail Data are stored. Retention is 400 days for historical data and 40 days for Call Detail
data.
If you need a longer retention period, you can optionally install the Administration Server, Real Time and
Historical Data Server, Detail Data Server (AW-HDS-DDS) on a maximum of two separate, external servers.
Each external server is configured as Central Controller Side A Preferred or Central Controller Side B
Preferred.
Important
The External AW-HDS-DDS must be able to connect to the Packaged CCE Side A and Side B ESXi hosts.
Refer to the Virtualization for Unified Contact Center Enterprise at http://docwiki.cisco.com/wiki/
Virtualization_for_Unified_CCE for the requirements for the external AW-HDS-DDS server.
Follow this sequence of tasks to install an external AW-HDS-DDS.
Sequence Task
1
Install Microsoft Windows Server, on page 41
2
Install Antivirus Software, on page 38
3
Install Microsoft SQL Server, on page 46
4
Install Cisco Unified Contact Center Enterprise, on page 49
5
Configure SQL Server for CCE Components, on page 63
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Create an HDS Database for the External AW-HDS-DDS
Sequence Task
6
Configure the database drive for the amount of data you want to keep. See Configure a Database
Drive, on page 37
7
Create an HDS Database for the External AW-HDS-DDS, on page 124
8
Configure the External AW-HDS-DDS , on page 124
9
Configure Unified Intelligence Center SQL User Account on the External AW-HDS-DDS, on
page 125
10
Configure Unified Intelligence Center Data Sources for External AW-HDS-DDS, on page 97
11
If you have an IPv6 enabled deployment, configure a Forward lookup AAAA record for the
External AW-HDS-DDS in DNS. See Configure DNS for IPv6, on page 114
Create an HDS Database for the External AW-HDS-DDS
Create the HDS database using ICMDBA.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Open Cisco Unified CCE Tools > ICMdba.
Expand the instance tree view until you can see the database under Administration & Data Server.
Select Administration & Data Server.
From the menu, select Database > Create. Click Add.
Click the Data radio button, select the second disk drive, and enter the desired HDS size. Click OK.
Click the Log radio button, select the second disk drive, and enter the desired log size. Click OK.
Click Create.
Configure the External AW-HDS-DDS
Procedure
Step 1
Step 2
Step 3
Step 4
Open Unified CCE Web Setup.
Choose Component Management > Administration & Data Servers. Click Add.
On the Deployment page, choose the current instance.
On the Add Administration & Data Servers page, configure as follows:
a) Click Enterprise.
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b) Click Small to Medium Deployment Size.
c) Click Next.
Step 5
Step 6
On the Server Role in a Small to Medium Deployment page, choose the option Administration Server
Real-time and Historical Data Server, and Detail Data Server (AW-HDS-DDS). Click Next.
On the Administration & Data Servers Connectivity page:
a) Click the radio button for Primary Administration & Data Server.
b) In the *Secondary Administration & Data Server field, enter the hostname for the server.
c) In the *Primary Administration & Data Server field, enter the hostname for the server.
d) In the *Primary/Secondary Pair (Site) Name field, enter CCE-AW-1 for the first External AW-HDS-DDS
or CCE-AW-2 for the second External AW-HDS-DDS.
e) Click Next.
Step 7
On the Database and Options page, configure as follows:
a) In the Create Database(s) on Drive field, choose C.
b) DO NOT click the Agent Re-skilling web tool. Packaged CCE does not support this tool. Supervisors
reskill agents using the Agent tool in Unified CCE Administration.
c) Click Internet script editor.
d) Click Next.
Step 8
On the Central Controller Connectivity page, configure as follows:
a) For Router Side A, enter the IP Address of the Unified CCE Call Server A.
b) For Router Side B, enter the IP Address of the Unified CCE Call Server B.
c) For Logger Side A, enter the IP Address of the Unified CCE Data Server A.
d) For Logger Side B, enter the IP Address of the Unified CCE Data Server B.
e) Enter the Central Controller Domain Name.
f) Click Central Controller Side A Preferred or Central Controller Side B Preferred .
g) Click Next.
Step 9
Review the Summary page, and then click Finish.
Configure Unified Intelligence Center SQL User Account on the External
AW-HDS-DDS
Procedure
Step 1
Step 2
Launch Microsoft SQL Server Management Studio.
Navigate to Security >Logins, right-click Logins and select New Login.
This login is used when you configure the data sources for Cisco Unified Intelligence Center reporting.
Step 3
On the General Screen:
a) Enter the Login Name.
b) Select SQL Server authentication.
c) Enter and confirm the Password.
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d) Uncheck Enforce password policy.
Step 4
Click User Mapping.
a) Check the databases associated with the AWdb.
b) Choose each database and associate it with the db_datareader and public roles, and click OK.
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PART
V
Version Upgrade
• Common Ground Upgrade Process, page 129
• Upgrade System Requirements, page 131
• Preupgrade Tasks, page 133
• Prepare Side A for Upgrade, page 139
• Upgrade Side A, page 141
• Cut over from Side B to Side A, page 165
• Upgrade Side B, page 167
• Sync Side A and Side B, page 173
• Postupgrade Tasks, page 177
CHAPTER
18
Common Ground Upgrade Process
• Common Ground Upgrade Process, page 129
Common Ground Upgrade Process
The upgrade process for this Packaged CCE release is designed for minimal Contact Center downtime. While
you are upgrading Side A, Side B remains operational. After you upgrade Side A, Contact Center activity
resumes on Side A while you upgrade Side B.
The upgrade includes both application and platform upgrades. You upgrade Windows-based components to
Windows 2012. You upgrade the Unified CCE Data Servers and any optional External AW-HDS-DDS servers
to Microsoft SQL Server 2014.
Plan for each VOS-based application upgrade to take two to three hours.
Important
The upgrade requires three maintenance windows:
• One maintenance window to shut down services on Side A to prepare upgrade.
• A second maintenance window in the middle of upgrade to cut-over from Side B to Side A. You
must bring down Side B before you bring up Side A.
• A third maintenance window at the end of the upgrade to synchronize Side A to Side B.
This guide steps you through the upgrade process for Packaged CCE, which includes the following major
tasks:
• Meeting the system requirements for upgrade.
• Performing preupgrade tasks.
• Upgrading all components on Side A.
• Cutting over from Side A to Side B, during which you bring Side B down before bringing up Side A.
• Upgrading all components on Side B.
• Synchronizing Side A and Side B.
• Performing postupgrade procedures.
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CHAPTER
19
Upgrade System Requirements
• Supported Upgrade Paths, page 131
• NTP Configuration Requirements, page 131
• Preupgrade System Requirements, page 132
Supported Upgrade Paths
You can upgrade to this Packaged CCE release from any version of Packaged CCE Release 10.0 or Release
10.5.
Before you upgrade Packaged CCE to Release 11.0(1), you must upgrade on-box or off-box Unified
Communication Manager Publisher and Subscribers to Release 10.0(1) or later.
Hardware Refresh with Common Ground Upgrade
If you are performing a hardware refresh as part of the upgrade process, you must first prepare the target
servers as described in the following documents:
• Prepare Customer Site Servers, on page 7
• Virtualization for Cisco Packaged CCE at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_
Packaged_CCE
After you configure the servers, you can move the VMs to the servers and complete the common ground
upgrade process.
NTP Configuration Requirements
Packaged CCE relies on time synchronization. Properly configuring NTP is critical for reliability of reporting
data and cross-component communication. It's important to implement the requirements outlined in NTP and
Time Synchronization, on page 20.
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Preupgrade System Requirements
Preupgrade System Requirements
For supported versions of all Cisco Contact Center and third-party software, see the Cisco Packaged CCE
Software Compatibility Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Packaged_CCE.
Item
Requirement
VMware Host
For supported ESXi versions, see the Virtualization
for Cisco Packaged CCE at http://docwiki.cisco.com/
wiki/Virtualization_for_Cisco_Packaged_CCE.
Sides A and B must be on the same ESXi version.
Cisco Unified Communications Manager
• Unified CM 10.0(1) and later maintenance
releases
• Unified CM 10.5(1) and later maintenance
releases
Contact Center Software licenses
• Upgrade Unified CVP license using the Cisco
Product Upgrade tool (PUT)
• Upgrade the Unified Communications Manager
license using the Communications Manager
interface.
Third-party software licenses
• Microsoft Windows Server 2012 R2 Standard
licenses & media for each Windows 2008 R2
Operating System upgrade:
◦10 licenses for on-box VMs, including
optional Unified CVP Reporting server
◦1 license for optional external Unified
CVP Reporting Server
◦1 license for each optional External
AW-HDS-DDS
• Microsoft SQL Server 2014 Standard licenses
& media for SQL upgrade:
◦2 licenses for on-box Unified CCE Data
Servers
◦1 license for each optional External HDS
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CHAPTER
20
Preupgrade Tasks
• Preupgrade Tasks, page 133
• Finesse Preupgrade Tasks, page 135
• Unified Intelligence Center Preupgrade Tasks, page 135
• Unified CCE Preupgrade Tasks, page 136
• Unified CVP Preupgrade Tasks, page 137
• Unified Communications Manager Preupgrade Tasks, page 137
Preupgrade Tasks
Perform the tasks in the following table in the order that they are listed.
Important
You must perform the tasks in the order that they are listed in this table. Some tasks link to procedures
in other parts of the guide. When you reach the end of a procedure, refer back to this table to determine
what you must do next. Failure to perform upgrade tasks in the order listed in this table can cause
the upgrade to fail.
Step
Task
1.
In the Unified CCE Administration System Inventory tool, check the status of the alerts for the
hosts and for each virtual machine (VM). Resolve any issues. Make sure that inventory alerts
are at 0 before you continue.
2.
Shut down Unified WIM and EIM.
Reduce the impact of Side A services shutdown.
Stopping Side A services to upgrade the components may force agents to sign out of their desktops and
cause IP phones to rehome. If customers require agents to be active during the upgrade, you can reduce the
impact of Side A shutdown by completing these preupgrade tasks.
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Preupgrade Tasks
Step
Task
3.
Force phones to rehome to the Side B Unified Communications Manager Subscriber.
Perform this step if the device pool for the agent phones contains only the Side A Unified
Communications Manager Subscriber 1. In Unified Communications Manager Administration,
add the Side B Unified Communications Manager Subscriber 2 as preferred and change the
Subscriber 1 to secondary. Reset the phones after you change the device pool.
You can skip this step if the device pool for the agent phones is configured with the Side A
Unified Communications Manager Subscriber 1 as preferred and the Side B Unified
Communications Manager Subscriber 2 as secondary. When you shut down Side A, Unified
Communications Manager forces logout for agents using phones logged in to Subscriber 1 and
rehomes their phones to Subscriber 2.
4.
Direct agents to sign in to the Side B Finesse Secondary node.
5.
Configure the Cisco IOS Enterprise Ingress Voice Gateway dial-peer priority so that calls are
sent to the Side B Unified CVP Servers first, and then to the Side A Unified CVP Servers.
6.
To maintain reporting capabilities during the Side A upgrade, configure Unified Intelligence
Center historical and real-time data sources to one of the following:
• Side B Unified CCE Data Server
• External HDS with Side B as the Central Controller preferred side
See Configure Unified Intelligence Center Data Sources for External AW-HDS-DDS, on page
97 for steps to configure Unified Intelligence Center data sources. For the Datasource Host and
Database Name fields, enter values for the Side B Unified CCE Data Server or External HDS
with Side B as the Central Controller preferred side as needed.
Complete Finesse preupgrade tasks
7.
Save your current desktop layout configuration.
Sign in to Finesse Administration on the primary Finesse node (https://FQDN of primary
Finesse server/cfadmin). Copy the layout XML file from the Manage Desktop Layout
gadget on the Desktop Settings tab. Save it as a text file on your local system.
Note
If you are currently running the default layout, the layout automatically upgrades to the
new layout. To use the layout from the previous version, copy and paste the layout XML
to the Manage Desktop Layout gadget after the upgrade is complete.
Complete Unifed CVP preupgrade tasks
8.
Complete the Unified CVP Server and Operations Console preupgrade tasks on Unified CVP
Server 1A, Unified CVP Server 1B, and the Unified CVP OAMP Server.
You do not need to complete these tasks on Unified CVP Servers 2A and 2B because they are
removed during the migration process.
See Unified CVP Preupgrade Tasks, on page 137.
9.
Change the Unified CVP scripts as required so they do not point to DNs and labels on Unified
CVP Server 2A.
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Finesse Preupgrade Tasks
Step
Task
Complete Unified Communications Manager preupgrade tasks
10.
Complete Unified Communications Manager preupgrade tasks.
See Unified Communications Manager Preupgrade Tasks, on page 137.
Finesse Preupgrade Tasks
Download and Install Finesse Upgrade COP File
Install the COP on the primary node and restart the node before installing the COP on the secondary node.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Point your browser to the Download Software page for Cisco Finesse: https://software.cisco.com/download/
type.html?mdfid=283613135&i=rm, and click the Finesse Software link.
Navigate to the folder and subfolder for the release you want.
Download the ccd-finesse.refresh_upgrade-11.0(1).cop.sgn file to an SFTP or FTP server
that you can access from the Finesse server.
Use SSH to sign in to your Finesse server with the platform administration account.
Access the CLI and run the following command: utils system upgrade initiate.
Step 6
Follow the instructions that appear on your screen. Provide the location and credentials for the remote file
system (SFTP or FTP server).
Enter your SMTP Server information if prompted. Skip the SMTP prompt if you do not have an SMTP Server.
Step 7
Step 8
After the upgrade is complete, reboot the server.
Sign in to the Finesse Agent Desktop to check that the upgrade was successful (https://FQDN of
Finesse server/desktop).
Step 9
Repeat this procedure for the secondary node.
Unified Intelligence Center Preupgrade Tasks
Download and Install Unified Intelligence Center Upgrade COP File
Install the COP on the publisher node and restart the node before installing the COP on the subscriber node.
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Unified CCE Preupgrade Tasks
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Point your browser to the Download Software page for Cisco Unified Intelligence Center: https://
software.cisco.com/download/type.html?mdfid=282163829&catid=null, and click the Unified Intelligence
Center Software link.
Navigate to the folder and subfolder for the release you want.
Download the ciscocuic.refresh_upgrade_v1.3.cop.sgn file to an SFTP or FTP server that
you can access from the Unified Intelligence Center server.
Use SSH to sign in to your Unified Intelligence Center server with the platform administration account.
Access the CLI and run the following command: utils system upgrade initiate.
Step 6
Follow the instructions that appear on your screen. Provide the location and credentials for the remote file
system (SFTP or FTP server).
Enter your SMTP Server information if prompted. Skip the SMTP prompt if you do not have an SMTP Server.
Step 7
Step 8
After the upgrade is complete, reboot the server.
Repeat this procedure for the subscriber node.
Download Unified Intelligence Center Install Media
Procedure
Step 1
Step 2
Step 3
Step 4
Point your browser to the Download Software page for Cisco Unified Intelligence Center: http://
software.cisco.com/download/type.html?mdfid=282163829&i=rm, and click the Unified Intelligence Center
Software link.
Navigate to the folder and subfolder for the release you want.
Select the Unified Intelligence Center installer .iso file and click Download.
Click Log in.
Unified CCE Preupgrade Tasks
Download the Enhanced Database Migration Tool
EDMT is a wizard application used to upgrade the Unified CCE database. Run this tool when you upgrade
the database on the Side A and Side B Data Servers and on any external AW-HDS-DDS servers.
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Unified CVP Preupgrade Tasks
Procedure
Step 1
Step 2
Step 3
Go to the Download Software page for Unified Contact Center Enterprise, https://software.cisco.com/download/
type.html?mdfid=268439622&i=rm, and click Cisco Enhanced Data Migration Tool Software Releases.
Download the EDMT zip file for this release to the Unified CCE Data Server on Side A.
Repeat to download the EDMT file to the Unified CCE Data Server on Side B and to any external
AW-HDS-DDS servers.
Unified CVP Preupgrade Tasks
Unified CVP Server and Unified CVP OAMP Server Preupgrade Tasks
Procedure
Step 1
Step 2
Step 3
Close all programs.
Stop any third-party services and applications that are running on the server.
Back up the C:\Cisco\CVP folder for all Unified CVP Servers.
Step 4
Back up the Operations Console as follows:
a) Log in to Operations Console.
b) On the Operations Console page, click System > Export System Configuration > Export, and save the
CVP-OpsConsole-Backup.zip file.
c) Manually copy the sip.properties file from the directory <CVP_HOME>\conf. (Unified CVP Operations
Console cannot export the sip.properties file.)
d) Copy the exported configuration and custom files onto network storage media or a portable storage media.
Unified Communications Manager Preupgrade Tasks
Procedure
Step 1
Step 2
Ensure that you have the necessary license files for the new release.
Step 3
Obtain the upgrade file from Cisco.com and save it to an FTP or SFTP server. Folder names and filenames
that you enter to access the upgrade file are case-sensitive. For more information, see the Release Notes for
Back up your system. For more information, see the Administration Guide for Cisco Unified Communications
Manager at this address: http://www.cisco.com/c/en/us/support/unified-communications/
unified-communications-manager-callmanager/products-maintenance-guides-list.html.
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Unified Communications Manager Preupgrade Tasks
Cisco Unified Communications Manager at http://www.cisco.com/c/en/us/support/unified-communications/
unified-communications-manager-callmanager/products-release-notes-list.html
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CHAPTER
21
Prepare Side A for Upgrade
• Prepare Side A for Upgrade, page 139
Prepare Side A for Upgrade
Before you begin, complete all tasks listed in Preupgrade Tasks, on page 133.
Perform the tasks in the following table during a maintenance window and in the order they are listed.
Important
Make sure that you have backups of all components before you proceed.
Step
Task
1.
Sign in to Unified CCE Adminstration on the Side A Unified CCE Data Server. Select System
> Deployment.
Note
2.
When you sign in to Unified CCE Administration, a screen appears that contains warnings
about virtual machine mismatches. You can ignore these warnings and close the screen.
Disable configuration changes. Set the following registry key to 1 on the Side A Unified CCE
Call Server:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance
name>\RouterA\Router\CurrentVersion\Configuration\Global\DBMaintenance
The change is replicated to the other side automatically.
3.
On each of the following VMs, select Unified CCE Service Control on the desktop. Stop the
Unified CCE services and change Startup to Manual:
• Side A Unified CCE Call Server
• Side A Unified CCE Data Server
• External HDS associated with Side A (if used)
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Prepare Side A for Upgrade
Step
Task
4.
If Outbound Option is used, on the Side B Unified CCE Call Server, select Unified CCE Service
Control on the desktop. Stop the Dialer service and change Startup to Manual.
Note
Outbound Option does not work while Side A is down because there is no redundancy
for the Campaign Manager process.
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CHAPTER
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Upgrade Side A
• Upgrade Side A Tasks, page 141
• Unified CVP Reporting Server Preupgrade Procedures, page 147
• Common Software Upgrade Procedures, page 149
• Finesse Upgrade Procedures, page 153
• Unified Intelligence Center Upgrade Procedures, page 153
• Unified Contact Center Enterprise Data Server and External AW-HDS-DDS Upgrade Procedures, page
154
• Cisco Unified Customer Voice Portal Upgrade Procedures, page 157
• Cisco Enterprise Voice Gateway Upgrade Procedures, page 160
• Unified CCE Call Server Upgrade Procedures, page 161
• Unified Communications Manager Upgrade Procedures, page 162
Upgrade Side A Tasks
Important
Begin upgrading Side A when all call activity ends on that side. Confirm that call activity has ended on
Side A by checking the following:
• In the Unified CVP Diagnostic Portal, check that no Side A ports are in use.
• In the Unified Communications Manager RTMT tool, check that phones have migrated to Side B.
When completing the upgrade tasks in the table below, you must upgrade the Windows Operating System
before you upgrade Windows-based applications (Unified CCE and Unified CVP). You can perform all other
major upgrade steps in parallel. For example, you can upgrade the Finesse Primary node and the Unified
Intelligence Center Publisher in parallel.
For best results, place upgrade media ISOs on local data stores.
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Step
Task
Complete External CVP Reporting Server tasks, if used
1
Complete the Unified CVP Reporting Server preupgrade tasks.
See Unified CVP Reporting Server Preupgrade Tasks, on page 147.
2
Unload Data from the Unified CVP Reporting Server Database.
See Unload Data From Reporting Database, on page 148
3
Uninstall the Unified CVP Reporting Server.
See Uninstall the Unified CVP Component from the Reporting Server VM, on page 148.
Upgrade vSphere ESXi, if needed
4
Upgrade to a supported version of ESXi version, if needed.
For the supported ESXi versions for this release, see the Virtualization for Cisco Packaged CCE
at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE.
If you are using a supported ESXi version and want to upgrade to different supported ESXi
version, you can upgrade now, or after the Packaged CCE upgrade is complete.
See Upgrade VMware vSphere ESXi, on page 149.
Run the Upgrade VMware Settings Utility on Side A Windows VMs
5
Run the Upgrade VMware Settings Utility on the following Side A Windows VMs.
• Unified CVP Server 1A
• Unified CVP Server 2A
• Unified CVP OAMP Server
• Unified CCE Data Server
• Unified CCE Call Server
• External AW-HDS-DDS with Side A as the Central Controller preferred side, if used
• External Unified CVP Reporting Server, if used
Do not run Upgrade VMware Settings Utility on Finesse, Unified Intelligence Center,
or Unified Communications Manager at this point in the upgrade.
See Upgrade VMware Settings Utility, on page 149.
Important
Upgrade Finesse Primary node
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Step
Task
6
Upgrade Finesse Primary node.
See either:
• Upgrade VOS-Based Contact Center Applications from DVD/CD, on page 151
• Upgrade VOS-Based Contact Center Applications from a Remote File System, on page
152
7
Optional: Reinstall Finesse to support aligned partitions.
See Reinstall Finesse to Support Aligned Partitions, on page 153.
Upgrade Unified Intelligence Center Publisher
8
Upgrade Unified Intelligence Center Publisher.
Your configuration information migrates automatically to the upgraded version in the active
partition.
See either:
• Upgrade VOS-Based Contact Center Applications from DVD/CD, on page 151
• Upgrade VOS-Based Contact Center Applications from a Remote File System, on page
152
9
Optional: Reinstall Unified Intelligence Center to support aligned partitions.
See Reinstall Unified Intelligence Center to Support Aligned Partitions, on page 153.
Upgrade Windows Operating System on Side A VMs
10
Upgrade Microsoft Windows Operating System to Windows 2012 R2 for the following Side A
VMs:
• Unified CVP Server 1A
• Unified CVP Server 2A
• Unified CVP OAMP Server
• Unified CCE Data Server
• Unified CCE Call Server
• External AW-HDS-DDS with Side A as the Central Controller preferred side, if used
• External Unified CVP Reporting Server, if used
See Upgrade to Windows 2012 R2 Standard, on page 150.
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Upgrade Side A Tasks
Step
Task
11
Remove the previous Windows installation using the Disk Cleanup utility.
To use the utility, install Desktop Experience from Windows Server Manager.
For more information on installing Desktop Experience or using the Disk Cleanup utility, see
Microsoft documentation.
12
Check the persistent static routes and static network configurations (for private and public
interfaces). If the network settings are lost, reconfigure these settings.
To reset persistent static routes on the Side A Unified CCE Call Server and Data Server, see Set
Persistent Static Routes, on page 45.
13
The multilingual language pack is uninstalled automatically after upgrade. Install the language
pack manually. For more information on installing language packs, see Microsoft documentation
at http://www.microsoft.com/OEM/en/installation/downloads/Pages/
Windows-Server-2012-Language-Packs.aspx#fbid=zkB4qwO9rHR.
Upgrade Side A Unified CCE Data Server
14
Upgrade Microsoft SQL Server to Microsoft SQL Server 2014.
See Upgrade to SQL Server 2014, on page 154.
15
Upgrade the Unified CCE Data Server database and, if using Outbound Option, the BA database.
See Upgrade the Unified CCE Data Server Database or External AW-HDS-DDS Database, on
page 155.
16
Upgrade the Unified CCE Data Server.
See Run Setup for the Unified CCE Data Server or External AW-HDS-DDS Server, on page
156.
17
Optional: Install the Language Pack if the customer requires a language other than the default
(English).
See Install the Language Pack, on page 156.
Upgrade External AW-HDS-DDS with Side A as the Central Controller preferred side, if used
18
Upgrade Microsoft SQL Server to Microsoft SQL Server 2014.
See Upgrade to SQL Server 2014, on page 154.
19
Upgrade the External AW-HDS-DDS database.
See Upgrade the Unified CCE Data Server Database or External AW-HDS-DDS Database, on
page 155.
20
Upgrade the External AW-HDS-DDS.
See Run Setup for the Unified CCE Data Server or External AW-HDS-DDS Server, on page
156.
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Step
Task
21
Optional: Install the Language Pack if the customer requires a language other than the default
(English).
See Install the Language Pack, on page 156.
Upgrade Side A Unified CVP VMs
You can upgrade all Unified CVP nodes on Side A in parallel.
22
Upgrade Unified CVP Server 1A.
See Upgrade the Unified CVP Server, on page 157.
23
Upgrade Unified CVP Server 2A.
See Upgrade the Unified CVP Server, on page 157.
24
Upgrade Unified CVP OAMP Server.
See Upgrade the Unified CVP Operations Console, on page 158.
25
Obtain and transfer the license now, if you do not have an External Unified CVP Reporting
Server.
If you have an External Unified CVP Reporting Server, you can transfer the upgrade license to
all Unified CVP components after upgrading the External Unified CVP Reporting Server.
See Obtain and Transfer the Upgrade License for Unified CVP, on page 160.
26
Transfer scripts and media files to the gateways that are not being used currently by Side B.
If all gateways are being used, perform this step during the cut-over to Side B.
See Transfer Unified CVP Scripts and Media Files, on page 72
Upgrade Side A Cisco Voice Gateway IOS Version, if needed
27
Upgrade the Cisco Voice Gateway IOS version to the minimum version required by the upgraded
release of Packaged CCE (or later). See the Cisco Packaged CCE Software Compatibility Matrix
at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Packaged_CCE for IOS support
information.
See Upgrade the Cisco Voice Gateway IOS Version, on page 160.
Upgrade Side A Unified CCE Call Server
28
Upgrade the Unified CCE Call Server.
See Run Setup for the Unified CCE Call Server, on page 161.
29
Upgrade the CTI OS Server, if used.
See Run Setup for Cisco CTI OS Server, on page 161.
Install 11.0 External CVP Reporting Server, if used
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Step
Task
30
Install Unified CVP Reporting Server 11.0(1)
See Install Cisco Unified CVP Reporting Server, on page 51
31
Load data to the Unified CVP Reporting Server.
See Load Data to Reporting Server Database, on page 159.
32
Save and deploy the Unified CVP Reporting Server in the Operations Console.
See Save and Deploy the Unified CVP Reporting Server, on page 159.
33
Obtain and transfer the upgrade license.
See Obtain and Transfer the Upgrade License for Unified CVP, on page 160.
Upgrade Side A Unified Communications Manager Publisher and Subscriber 1
34
Upgrade the Side A Unified Communications Manager Publisher.
See either:
• Upgrade VOS-Based Contact Center Applications from DVD/CD, on page 151
• Upgrade VOS-Based Contact Center Applications from a Remote File System, on page
152
35
Upgrade the Side A Unified Communications Manager Subscriber 1.
Important
The Unified Communications Manager Publisher upgrade must be complete and
the new release software must be the active version before you upgrade the Unified
Communications Manager Subscriber.
See either:
• Upgrade VOS-Based Contact Center Applications from DVD/CD, on page 151
• Upgrade VOS-Based Contact Center Applications from a Remote File System, on page
152
36
Upgrade the Unified Communications Manager license.
See Upgrade Unified Communications Manager License, on page 162.
37
Upgrade JTAPI on the Side A Unified CCE Call Server.
See Upgrade JTAPI on the Call Server, on page 162.
Run the Upgrade VMware Settings Utility on Side A VMs
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Step
Task
38
Re-run the Upgrade VMware Settings Utility on Side A Windows VMs.
• Unified CVP Server 1A
• Unified CVP Server 2A
• Unified CVP OAMP Server
• Unified CCE Data Server
• Unified CCE Call Server
• External AW-HDS-DDS with Side A as the Central Controller preferred side, if used
• External Unified CVP Reporting Server, if used
See Upgrade VMware Settings Utility, on page 149.
39
Run the Upgrade VMware Settings Utility on Side A VOS VMs.
• Finesse Primary node
• Unified Intelligence Center Publisher
• Unified Communications Manager Publisher
• Unified Communications Manager Subscriber 1
See Upgrade VMware Settings Utility, on page 149.
Unified CVP Reporting Server Preupgrade Procedures
Unified CVP Reporting Server Preupgrade Tasks
Procedure
Step 1
Back up the Informix database by running C:\Cisco\CVP\bin\cvpbackup.bat.
This backs up the database to E:\cvp-db-backup\cvp-backup-data.gz.
Step 2
Turn off the scheduled purge, as follows:
a) Open Administrative Tools > Task Scheduler.
b) In the Active Tasks, double-click one of the Unified CVP tasks.
c) Select all of the Unified CVP-related tasks, right-click, and choose Disable
Step 3
Ensure that Unified CVP Reporting Server is not part of any domain and is part of a workgroup. Add it to the
domain after the upgrade, if necessary.
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Unload Data From Reporting Database
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Log in as user Informix (cvp_dbadmin) to Unified CVP.
Stop the Cisco CVP Call Server service from the Windows Service Manager.
Note
The unload script checks the hard disk space before
unloading.
Access the Unified CVP installation file.
From the command prompt, change the directory to the migration folder.
Note
You can also copy the migration folder to local disk and run the unload script directly.
Locate the migrate_unload.bat file.
By default, the data is exported to c:\migration. Ensure that this path exists. If you want to change the default
path, then update the path in unl.sql:
create procedure unld(path char(128) default "c: \migration\") RETURNING char(128)
Step 7
Run the following command to unload the Reporting database:
Example:
migrate_unload.bat
After the script executes, the database is exported into the cvpdb.tar file in the path provided. Here the cvpdb.tar
file is exported to c:\cvpdata. This folder should have full access permission for “cvp_dbadmin” user.
Step 8
Copy the exported cvpdb.tar file to the Unified CVP database Reporting Server.
Uninstall the Unified CVP Component from the Reporting Server VM
Before You Begin
• Shut down all applications and close all open files.
• Close the Unified CVP component and related files.
Procedure
Step 1
Step 2
Click Start > Control Panel > Programs and Features.
Click Cisco Unified Customer Voice Portal / Cisco Unified Call Studio, and then click Uninstall.
Step 3
Click Next.
After uninstallation, the Uninstall Complete screen appears. Reboot the server.
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Common Software Upgrade Procedures
Note
The Unified CVP uninstallation procedure does not clean up all the files and folders, such as log
files, media files, and folders that are generated postinstallation. Media folders with same names are
replaced during the CVP installation process. User-created media files and folders remain unchanged
during CVP upgrade. Create all the media folders in wwwroot and use the relative paths to simplify
the migration process for the future releases that support a-law and mu-law files.
Common Software Upgrade Procedures
Upgrade VMware vSphere ESXi
If you use VMware vCenter Server in your deployment, upgrade VMware vCenter Server before upgrading
VMware vSphere ESXi.
Upgrade VMWare vSphere ESXi on Side A and Side B servers to the latest version supported with this release
of Packaged CCE. Packaged CCE uses standard upgrade procedures, which you can find using VMware
documentation (https://www.vmware.com/support/pubs/).
Upgrade VMware Settings Utility
Important
Run this utility only when instructed by the Side A and Side B upgrade task sequences.
Use the latest version of this utility for the release to which you are upgrading.
Run this utility during upgrade for inactive ESXi host servers. You can run the utility from any machine from
which you can access either the VCenter or the VM Host machine.
This tool validates and updates the VMs as follows:
• Validates VM names.
• Updates VMware Tools.
• Changes the CPU, memory, network adapter, Windows disk controller, video card, and VMware operating
system settings on the VMs to match the system requirements for this release.
• Updates Virtual Machine Version (for Unified CVP) .
For the OVA specifications for this release, see the Virtualization for Cisco Packaged CCE at http://
docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE.
Before You Begin
All Virtual Machines must be powered on and must have VMware tools installed.
The names of the VMs must not contain spaces or special characters, and must be no more than 32 characters.
To run the utility, Java 7 (any update) must be installed. Java 8 and later releases are not supported.
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Procedure
Step 1
Step 2
Step 3
Download the UpgradeVMwareSettings zip file from the Packaged Contact Center Enterprise Deployment
Scripts link on the Packaged CCE Download Software page (http://software.cisco.com/download/
type.html?mdfid=284360381&i=rm). Extract the zip file locally.
From the command line, run java -jar UpgradeVMwareSettings-<version>.jar. (For example, java -jar
UpgradeVMwareSettings-11.0.jar)
The following instructions depend on whether the ESXi host is part of a vCenter. Follow the appropriate
instructions for your system.
• If the ESXi host is part of a vCenter, enter yes. Enter the IP address of the vCenter, credentials for
administrator-level access to the vCenter, and the IP address of the Side A or Side B ESXi host.
• If the ESXi host is not part of a vCenter, enter no. Enter the IP address of the Side A or Side B ESXi
host, and credentials for root-level access to the ESXi host.
Step 4
A summary of all VMs listed by number appears, with a message that indicates what actions (if any) the tool
must perform. Enter the number for the server that requires an update (only one VM can be updated at a time).
If the Windows Disk Controller on the Windows-based VMs must be updated to LSI Logic SAS, enter the
Windows OS Administrator username and password.
The results of the conversion process appear on the screen, and are stored in the results directory in the
vmwareConversion.log.
Related Topics
Upgrade Side A Tasks, on page 141
Upgrade Side B Tasks, on page 167
Upgrade to Windows 2012 R2 Standard
Microsoft supports in-place upgrade of the operating system and SQL. This topic does not provide instructions
for upgrading to Microsoft Windows Server 2012 R2. For this information, see the corresponding Microsoft
documentation. This topic only highlights the actions that you perform before you attempt the upgrade and
after you complete the upgrade of the operating system.
Important
Packaged CCE 11.0(x) supports only Windows Server 2012 R2 Standard (Server with a GUI).
Before You Begin
• Upgrading to Windows Server 2012 deletes the persistent static routes for the Unified CCE Call Servers
and Data Servers. Record your persistent static routes before upgrading. Reconfigure these settings after
the upgrade completes.
• During an upgrade, you can lose static network configuration if there is a ghosted network adapter on
the VM.
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Important
Ensure that the VM does not have a ghosted network adapter before the upgrade.
Make any ghosted (hidden) network adapter visible and uninstall it from the device manager before the
upgrade to Windows Server 2012 R2 Standard. Refer to VMware KB article 1179 for the detailed steps.
• Upgrading to Windows Server 2012 may delete static network configuration (for private and public
interfaces) for all Windows VMs. Record your static network configuration, including TCP/IP IPv4
information, before upgrading. Reconfigure these settings after the upgrade completes.
Upgrading may also change the order in which network connections are accessed. After the upgrade
completes, check to ensure that the public network is listed before the private network (Network and
Sharing Center > Change adapter settings and then press Alt).
• When you are upgrading Windows on the Unified CCE Call Server, verify that configuration changes
are prevented. The following message is displayed when you attempt to save a configuration change:
Failed to update the database. Exclusive access to the CallRouter
denied because configuration changes are currently disabled in the
router registry.
• Ensure that the virtual machine has enough space before the upgrade. Operating System upgrade to
Windows 2012 requires minimum of 16-GB primary hard disk space. If the virtual machine is a Unified
CCE Data Server, the upgrade to SQL Server 2014 Standard or Enterprise edition requires an extra 6
GB.
Upgrade VOS-Based Contact Center Applications from DVD/CD
Finesse and Unified Intelligence Center 11.0 support aligned partitions, but only with a fresh installation.
When you upgrade from a previous release, the platform detects the unaligned partitions and displays the
following error: ERROR-UNSUPPORTED: Partitions unaligned.
You can run Finesse and Unified Intelligence Center with the unaligned partitions without functional impact.
To experience the benefits of aligned partitions, you must you perform a fresh installation after upgrade.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
SSH to the Finesse, Unified Intelligence Center, or Unified Communications Manager system, or open it in
the VM console in VSphere.
Log in with the platform administration account.
Mount the ISO image.
From the CLI, run the command utils system upgrade initiate.
Choose Local DVD/CD. Follow the instructions provided by the utils system upgrade initiate
command.
Enter SMTP server information when prompted. If you do not have an SMTP server, skip this step.
At the Automatically switch versions if the upgrade is successful prompt, type yes.
After the upgrade is complete, disconnect the CD/DVD drive by unmounting the ISO.
Verify that the upgrade was successful, as follows:
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• Finesse: Sign in to the Finesse Agent Desktop (https://<FQDN of Finesse
server>/desktop).
Note
After Finesse restarts, wait approximately 20 minutes before signing in to the desktop.
• Unified Intelligence Center: Sign in to Unified Intelligence Center
(https://<hostname>:8444/cuic).
• Unified Communications Manager: Verify on the sign-in screen in the console.
Related Topics
Mount and Unmount ISO Files, on page 33
Upgrade VOS-Based Contact Center Applications from a Remote File System
Finesse and Unified Intelligence Center 11.0 support aligned partitions, but only with a fresh installation.
When you upgrade from a previous release, the platform detects the unaligned partitions and displays the
following error: ERROR-UNSUPPORTED: Partitions unaligned.
You can run Finesse and Unified Intelligence Center with the unaligned partitions without functional impact.
To experience the benefits of aligned partitions, you must you perform a fresh installation after upgrade.
Procedure
Step 1
Step 2
Step 3
SSH to your Finesse, Unified Intelligence Center, or Unified Communications Manager system, or open it in
the VM console in VSphere.
Log in with the platform administration account.
From the CLI, run the command utils system upgrade initiate.
Step 4
Choose SFTP or FTP.
Step 5
Follow the instructions provided by the utils system upgrade initiate command.
Step 6
Step 7
Step 8
Step 9
Provide the location and credentials for the remote site.
Enter SMTP server information when prompted. If you do not have an SMTP server, skip this step.
At the Automatically switch versions if the upgrade is successful prompt, type yes.
Verify that the upgrade was successful, as follows:
• Finesse: Sign in to the Finesse Agent Desktop (https://<FQDN of Finesse
server>/desktop).
Note
After Finesse restarts, wait approximately 20 minutes before signing in to the desktop.
• Unified Intelligence Center: Sign in to Unified Intelligence Center
(https://<hostname>:8444/cuic).
• Unified Communications Manager: Verify on the sign-in screen in the console.
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Finesse Upgrade Procedures
Reinstall Finesse to Support Aligned Partitions
Finesse 11.0 supports aligned partitions with fresh installations only. To experience the benefits of aligned
partitions, perform this procedure after upgrading Finesse to release 11.0.
Procedure
Step 1
Perform a backup on the primary Finesse server using the Disaster Recovery System (DRS) application. To
access the DRS application, direct your browser to https://FQDN of Finesse server:8443/drf.
Step 2
Step 3
Perform a fresh installation of Finesse Release 11.0.
Access the DRS application and perform a restore from your backup.
For more information about DRS backup and restore, see the detailed online help provided with the DRS
application and the Cisco Finesse Administration Guide at http://www.cisco.com/c/en/us/support/
customer-collaboration/finesse/products-user-guide-list.html.
Related Topics
Install Publishers/Primary Nodes of VOS-Based Contact Center Applications, on page 52
Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications , on page 57
Unified Intelligence Center Upgrade Procedures
Reinstall Unified Intelligence Center to Support Aligned Partitions
Unified Intelligence Center 11.0 supports aligned partitions with fresh installations only. To experience the
benefits of aligned partitions, perform this procedure after upgrading Unified Intelligence Center to release
11.0.
Procedure
Step 1
Perform a backup on the primary Unified Intelligence Center server using the Disaster Recovery System
(DRS) application. To access the DRS application, direct your browser to https://FQDN of Unified
Intelligence Center server:8443/drf.
Step 2
Step 3
Perform a fresh installation of Unified Intelligence Center Release 11.0.
Access the DRS application and perform a restore from your backup.
For more information about DRS backup and restore, see the detailed online help provided with the DRS
application and the Administration Console User Guide for Cisco Unified Intelligence Center at http://
www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/
products-maintenance-guides-list.html.
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Related Topics
Install Publishers/Primary Nodes of VOS-Based Contact Center Applications, on page 52
Install Subscribers/Secondary Nodes of VOS-Based Contact Center Applications , on page 57
Unified Contact Center Enterprise Data Server and External AW-HDS-DDS
Upgrade Procedures
Upgrade to SQL Server 2014
Microsoft supports in-place upgrade of operating system and SQL Server. After you upgrade the operating
system, upgrade to SQL Server 2014.
Note
For information about supported editions or service packs, see the Cisco Packaged CCE Software
Compatibility Matrix at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Packaged_CCE.
Before You Begin
• The upgrade to SQL Server 2014 requires a minimum of 6-GB hard disk space. Ensure that the virtual
machine has the required space before you begin the upgrade.
• Ensure that the virtual machine has SQL Server 2008 R2 SP2. Ensure that your SQL Server 2008 R2
installation works properly. Set the SQL Server service to Active state during the upgrade.
• If the virtual machine has SQL Server 2008 R2 Enterprise, then upgrade to SQL Server 2014 Enterprise
version only. However, if the virtual machine has SQL 2008 R2 Standard Edition, it can be upgraded
to either SQL Server 2014 Standard or Enterprise Edition.
• If present, remove DB-lib registry key from the location
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\MSSQLServer\Client\DB-Lib
before starting the SQL upgrade.
Procedure
Step 1
Step 2
Step 3
Run the SQL Server 2014 Standard or Enterprise Edition installer. Consult Microsoft documentation as needed.
Step through the wizard. As appropriate, accept the default or choose the correct instance for your deployment.
Select Rebuild on the Full-Text Search Upgrade Options page.
After the upgrade, change the SQL Server and SQL Server Agent service accounts to Virtual accounts.
To change to Virtual account:
1 Open SQL Server 2014 Configuration Manager.
2 Under SQL server services, right-click SQL Server(MSSQLSERVER), and select Properties.
3 Select This Account.
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4 In the Account Name field, enter NT SERVICE\MSSQLSERVER.
5 Leave the Password field blank. See Microsoft documentation on Windows service accounts and
permissions for more information at https://msdn.microsoft.com/en-us/library/ms143504.aspx.
6 Click OK.
Repeat the same steps for SQL Server Agent with Account Name as NT SERVICE\SQLSERVERAGENT
and start the services.
Note
Note
While you can use the Network or Local Services account instead of the Virtual account, using the
Virtual account provides better security.
• SQL Server Client Tools of SQL Server 2008 R2 remain on the server along with the same tools of
SQL Server 2014. These tools include SQL Server Management Studio, SQL Server Profiler, the
Database Engine Tuning Advisor, sqlcmd, and osql.
• SQL Server 2014 supports importing of settings from earlier versions of SQL Server Client Tools.
Upgrade the Unified CCE Data Server Database or External AW-HDS-DDS Database
Use this procedure to upgrade a Unified CCE or External AW-HDS-DDS database using EDMT. If the
deployment includes Outbound Option, repeat the procedure for the BA database on the Side A Unified CCE
Data Server only.
If you configured SQL services to run as Virtual account (NT SERVICE) or Network Service account (NT
AUTHORITY\NETWORK SERVICE), you must run EDMT as a local administrator.
Before You Begin
Download the Enhanced Data Migration Tool (EDMT) to the server.
Procedure
Step 1
Use the Microsoft SQL backup and restore utility to create a backup copy of the database.
Refer to the Microsoft instructions at http://msdn.microsoft.com/en-us/library/ms187510(v=sql.100).aspx.
Step 2
Step 3
Step 4
Step 5
From your download location, open EDMT and click Next.
Select Common Ground and click Next.
Click Yes to acknowledge the warning message.
Select the database:
• <instanceName>_SideA
• <instanceName>_SideB
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• <instancename>_hds
Step 6
Step 7
Step 8
Step 9
Step 10
Click Next.
Click Start Migration.
Click Yes to confirm that you are sure.
After EDMT has completed the logger database migration, exit EDMT.
On Side A only, repeat this procedure for the BA database (<instanceName>_baA) if using Outbound Option.
Related Topics
Download the Enhanced Database Migration Tool, on page 136
Run Setup for the Unified CCE Data Server or External AW-HDS-DDS Server
Procedure
Step 1
Step 2
Mount the ISO.
Launch the ICM-CCE-CCHInstaller and click Next.
Step 3
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
(Optional) Select SQL Server 2014 Security Hardening and click Next.
If you have a patch installed, click Yes to allow setup to remove it as part of the upgrade.
Click OK on any informational messages that display.
Click Install.
Reboot the server when the upgrade completes.
Step 4
Step 5
Step 6
Step 7
Step 8
Related Topics
Upgrade the Unified CCE Data Server Database or External AW-HDS-DDS Database, on page 155
Mount and Unmount ISO Files, on page 33
Install the Language Pack
If a customer requires a language other than the default (English), download the Packaged CCE Language
Pack executable from the Unified Contact Center Download Software page.
Install Language Pack
Install the Language Pack on the Unified CCE Data Servers and on any External AW-HDS-DDS servers after
upgrading them.
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After you install the Language Pack, the Unified CCE Administration Sign In page has a language drop-down
menu that lists all available languages. Select a language to display the user interface and the online help in
that language.
Uninstall Language Pack
You can uninstall the Language Pack from Windows Control Panel > Programs and Features > Uninstall
or change a program.
Cisco Unified Customer Voice Portal Upgrade Procedures
Upgrade the Unified CVP Server
When you upgrade the Unified CVP Server, you must upgrade Unified Call Studio to the same version.
You can upgrade all Unified CVP nodes on the same side in parallel.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
To retain the default media file format for this Unified CVP release, which is U-Law, skip Step 2 and proceed
to Step 3.
If you are changing from the U-Law to A-Law format:
a) Navigate to the C:\Cisco\CVP\conf location.
b) Convert the custom media files, such as custom applications and Whisper Agent-Agent Greeting (WAAG),
and applications that are in U-Law to A-Law.
c) In the cvp_pkgs.properties file, add the cvp-pkgs.PromptEncodeFormatALaw = 1 property at
line 7 to enable the A-Law flag.
Note
Ensure that you leave a space before and after the "="
sign.
Mount the Unified CVP ISO image.
From the CVP\Installer_Windows folder of the new release of Unified CVP installation DVD, run setup.exe.
Follow the prompts as the installer guides you through the upgrade process.
Restart the server.
What to Do Next
1 Transfer script and media files:
a Log in to the Operations Console and select Bulk Administration > File Transfer > Scripts and
Media.
b In the Select device type field, select the Gateway.
c Move all Gateways to Selected.
d Select Default Gateway files.
e Select Transfer, and then select OK on the popup window.
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Note
If you have separate Ingress and VXML gateways, you must select the appropriate files and script for
each component.
f
After configuring the application services in the gateways, log in to the gateway and use the Cisco IOS
CLI command call application voice load <service_Name> to load the gateway download transferred
files into the Cisco IOS memory for each Unified CVP service.
2 Restore any backed-up third-party libraries.
3 Re-license Unified CVP Servers with a license for the new version.
Restore any backed-up third-party libraries.
Related Topics
Upgrade Call Studio, on page 178
Mount and Unmount ISO Files, on page 33
Upgrade the Unified CVP Operations Console
The default media files are overwritten during the Unified CVP upgrade. Customized media files, such as
whisper announcements and agent greetings, are not overwritten; they retain the format they had in previous
releases.
Procedure
Step 1
Step 2
To retain the default media file format for this Unified CVP release, which is U-Law, skip Step 2 and proceed
to Step 3.
If you are changing from the U-Law to A-Law format:
a) Navigate to the C:\Cisco\CVP\conf location.
b) Convert the custom media files, such as custom applications and Whisper Agent-Agent Greeting (WAAG),
and applications that are in U-Law to A-Law.
c) In the cvp_pkgs.properties file, add the cvp-pkgs.PromptEncodeFormatALaw = 1 property at
line 7 to enable the A-Law flag.
Note
Ensure that you leave a space before and after the "="
sign.
Step 3
Step 4
Mount the Unified CVP ISO image.
From the CVP\Installer_Windows folder of the Unified CVP installation DVD for this release, run
setup.exe.
Step 5
Step 6
Follow the instructions on the screen.
Restart the server.
Related Topics
Mount and Unmount ISO Files, on page 33
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Unified CVP Reporting Server Upgrade Procedures
Load Data to Reporting Server Database
Procedure
Step 1
Step 2
Step 3
Open the Unified CVP installation file.
Navigate to CVP > Migration.
From the command prompt, change the directory to the migration folder.
Tip
You can also copy the migration folder to the local disk and run the load script directly.
Step 4
On the local disk, locate the Unified CVP database backup file (cvpdb.tar) that you want to load into the
Unified CVP database.
Note
This is the backup file that you created when you unloaded data from the Unified CVP database.
Step 5
By default, the data is exported to c:\migration. Ensure that this path exists. If you want to change the default
path, then update the path in ld.sql:
ld(path char(128) default "c:\migration\") RETURNING char(256)
Step 6
Step 7
Run the following command as an administrator to load the Unified CVP database: migrate_load.bat.
Note
If the backup cvpdb.tar file is located in c:\cvpdata, you must execute the script load as
migrate_load.bat.
This script loads all the three Unified CVP Reporting databases with the previous call data to the
Unified CVP Reporting database.
Run the following command as an administrator to load the Unified CVP database: migrate_load.bat
-p <absolute path to tar file>.
Note
If the backup cvpdb.tar file is located in c:\cvpdata, you must execute the script load as
migrate_load.bat -p c: \cvpdata\cvpdb.tar.
This script loads all the three Unified CVP Reporting databases with the previous call data to the
Unified CVP Reporting database.
Save and Deploy the Unified CVP Reporting Server
Procedure
Step 1
Step 2
Step 3
Step 4
On the Unified CVP OAMP server, open the Operations Console and log in.
Navigate to Device Management > Unified CVP Reporting Server.
Click the hostname of the Unified CVP Reporting Server.
Click Save and Deploy.
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Obtain and Transfer the Upgrade License for Unified CVP
The Unified CVP Server and the Unified CVP Reporting Server require an updated license. The Operations
Console runs without requiring a license.
Before You Begin
To upgrade software, enter your contract number into the Cisco Product Upgrade Tool (PUT): http://
tools.cisco.com/gct/Upgrade/jsp/index.jsp. If there is an entitlement to upgrade, the tool returns a Product
Authorization Key (PAK); if not, the tool displays the option to purchase a PAK.
Use the PAK to generate a license file, using the Product License Registration Portal on Cisco.com: https://
tools.cisco.com/SWIFT/LicensingUI/Home.
See Generate a License, on page 72 for instructions.
Save the license file locally so that you can transfer it using the Operations Console.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
In the Operation Console, go to Bulk Administration > File Transfer > Licenses.
In the Device Association panel, select the device type from the drop-down list. For example select Unified
CVP Reporting Server or Unified CVP Server.
Move the objects you want to license from Available to Selected.
In the Licenses Files panel, select Select new file and then browse to the location where you saved the upgrade
license.
Click Transfer.
Cisco Enterprise Voice Gateway Upgrade Procedures
Upgrade the Cisco Voice Gateway IOS Version
Perform this procedure for each gateway on the side you are upgrading.
Upgrade the Cisco Voice Gateway IOS version to the minimum version required by the upgraded release of
Packaged CCE (or later). See the Cisco Packaged CCE Software Compatibility Matrix at http://
docwiki.cisco.com/wiki/Compatibility_Matrix_for_Packaged_CCE for IOS support information.
Procedure
Step 1
Step 2
Step 3
Step 4
Copy the new image from the remote TFTP server into flash memory, making sure that you specify your own
TFTP server's IP address and Cisco IOS filename.
Verify that the new image was downloaded.
Boot using the new image. Update the gateway config to boot using the new version.
Reload the gateway to use the new image.
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See the "Understanding Basic Hardware and Architecture and Cisco IOS Software chapter of the Cisco
AS5350XM and Cisco AS5400XM Universal Gateways Software Configuration Guide at http://www.cisco.com/
c/en/us/support/unified-communications/as5300-series-universal-gateways/
tsd-products-support-series-home.html.
Unified CCE Call Server Upgrade Procedures
Run Setup for the Unified CCE Call Server
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Mount the ISO. See Mount and Unmount ISO Files, on page 33.
Launch the ICM-CCE-CCHInstaller and click Next.
(Optional) To apply any Maintenance Releases, click Browse and navigate to the Maintenance Release
software. Click Next.
Click OK on any informational messages that display.
If you have a patch installed, click Yes allow setup to remove it as part of the upgrade.
If you are upgrading CTI OS Server, reboot after both the Unified CCE and CT IOS Server upgrades are
complete. If you are not upgrading CTI OS Server, reboot is optional.
Run Setup for Cisco CTI OS Server
This step is required only if CTI OS is installed.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Mount the ISO. See Mount and Unmount ISO Files, on page 33.
Start the CTIOS installer for this release and follow the prompts.
If prompted, apply a Maintenance Release.
Click Upgrade All.
Click Yes.
Click Yes to reboot when the setup completes.
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Unified Communications Manager Upgrade Procedures
Upgrade Unified Communications Manager License
Before You Begin
Generate the license using this procedure: Generate and Register License, on page 58
Procedure
Step 1
Step 2
Unzip the license file from the email message.
Launch Unified Communications Manager in a browser (https://<IP Address of CUCM
Publisher>).
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Click Cisco Prime License Manager and navigate to Licenses > Fulfillment.
Under Other Fulfillment Options, select Fulfill Licenses from File.
Click Browse and locate your license file.
Click Install and close the popup window.
Navigate to Product Instances. Delete any old instances. Then click Add.
Fill in the name, hostname/IP address, username, and password for your Cisco Unified Communications
Manager Publisher.
Step 9 Select Product type of Unified CM.
Step 10 Click OK.
Step 11 Click Synchronize Now.
Upgrade JTAPI on the Call Server
If you upgrade Unified Communications Manager, you must also upgrade the JTAPI client that resides on
the Side A and Side B Unified CCE Call Servers.
You install the new JTAPI client using the Unified Communications Manager Administration application.
Procedure
Step 1
Uninstall the old JTAPI client from each Call Server:
a) Go to Control Panel > Programs and Features.
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b) Uninstall the Cisco Unified Communications Manager JTAPI Client , following all prompts.
Step 2
To launch the Unified Communications Manager Administration application, enter the following URL in a
Web browser on each Unified CCE Call Server: https://<IP address of Unifed
Communications Manager Publisher>/ccmadmin.
Step 3
Enter the username and password that you created when you installed and configured Unified Communications
Manager.
Step 4 Select Application > Plug-ins.
Step 5 Click Find to see the list of applications.
Step 6 Click the download link next to Cisco JTAPI 32-bit Client for Windows.
Step 7 Choose Run this program from its current location. Click OK.
Step 8 If a Security Warning box appears, click Yes to install.
Step 9 When asked for the Cisco TFTP Server IP Address, enter the IP address of the Unified Communications
Manager Publisher. Click Next.
Step 10 Choose Next or Continue through the remaining setup windows. Accept the default installation path.
Step 11 Click Finish.
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Cut over from Side B to Side A
• Cut over from Side B to Side A Tasks, page 165
Cut over from Side B to Side A Tasks
Perform the tasks in this chapter during a maintenance window, in the order in which they are listed in the
table.
Step
Task
Configure Cisco Voice Gateway dial-peer priority
1
Reverse the Cisco IOS Enterprise Ingress Voice Gateway dial-peer priority configuration, so
that calls are sent to Side A Unified CVP Servers first, and then to the Side B Unified CVP
Servers.
Bring down Side B
2
For each of the following VMs, click Unified CCE Service Control on the desktop. Stop the
Unified CCE services and change Startup to Manual.
• Side B Unified CCE Call Server
• Side B Unified CCE Data Server
• External AW-HDS-DDS with Side B as the Central Controller preferred side, if used
3
Power off the Finesse Secondary node VM in the vSphere client.
4
Power off the Unified Intelligence Center Subscriber VM in the vSphere client.
5
Transfer Unified CVP scripts and media files to the gateways that are not being used currently
by Side A.
See Transfer Unified CVP Scripts and Media Files, on page 72.
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Step
Task
6
Shut down the following Unified CVP components from their Windows OS, in this order:
1 Unified CVP Server 1B
2 Unified CVP Server 2B
3 Unified CVP Reporting Server
7
Power off the Unified Communication Manager Subscriber 2 VM in the vSphere client.
Bring up Side A
8
For each of the following VMs, select Unified CCE Service Control on the desktop. Start the
Unified CCE services and change Startup to Automatic, in this order:
1 Side A Unified CCE Data Server
2 Side A Unified CCE Call Server
3 External AW-HDS-DDS with Side A as the Central Controller preferred side, if used
9
If you changed the Unified Communications Manager device pool settings as part of the
preupgrade tasks, restore the original settings.
10
Direct agents to sign in to the Side A Finesse Primary node.
11
Change the Live Data gadget in Finesse to reference the Side A Cisco Unified Intelligence
Center Publisher for each Live Data report.
12
Change the Unified Intelligence Center historical and real-time data sources to their original
settings.
See Configure Unified Intelligence Center Data Sources for External AW-HDS-DDS, on page
97 for steps on configuring Unified Intelligence Center data sources.
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Upgrade Side B
• Upgrade Side B Tasks, page 167
Upgrade Side B Tasks
When completing the upgrade tasks in the table below, upgrade the Windows Operation System before you
upgrade Windows-based applications (Unified CCE and Unified CVP). You can perform all other major
upgrade steps in parallel. For example, you can upgrade the Finesse Secondary node and upgrade the Unified
Intelligence Center Subscriber in parallel.
For best results, place upgrade media ISOs on local data stores.
Step
Task
Start the Side B Unified CVP components
1
Start the following Unified CVP components, in this order:
1 Unified CVP Server 1B
2 Unified CVP Server 2B
3 Unified CVP Reporting Server
Complete Unified CVP Reporting Server tasks, if used
2
Complete the Unified CVP Reporting Server preupgrade tasks.
See Unified CVP Reporting Server Preupgrade Tasks, on page 147.
3
Unload Data from the Unified CVP Reporting Server Database.
See Unload Data From Reporting Database, on page 148.
4
Uninstall the Unified CVP Reporting Server.
See Uninstall the Unified CVP Component from the Reporting Server VM, on page 148.
Upgrade vSphere ESXi, if needed
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Step
Task
5
Upgrade to a supported version of ESXi version, if needed.
For the supported ESXi versions for this release, see the Virtualization for Cisco Packaged
CCE at http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Packaged_CCE.
If you are using a supported ESXi version and want to upgrade to different supported ESXi
version, you can upgrade now, or after the Packaged CCE upgrade is complete.
See Upgrade VMware vSphere ESXi, on page 149.
Run the Upgrade VMware Settings Utility on Side B Windows VMs
6
Run the Upgrade VMware Settings Utility on the following Side B Windows VMs.
• Unified CVP Server 1B
• Unified CVP Server 2B
• Unified CVP Reporting Server
• Unified CCE Data Server
• Unified CCE Call Server
• External AW-HDS-DDS with Side B as the Central Controller preferred side, if used
Do not run Upgrade VMware Settings Utility on Finesse, Unified Intelligence
Center, or Unified Communications Manager at this point in the upgrade.
See Upgrade VMware Settings Utility, on page 149.
Important
Upgrade Finesse Secondary node
7
Power on the Finesse Secondary node VM in vSphere client.
8
Upgrade Finesse Secondary node.
See either:
• Upgrade VOS-Based Contact Center Applications from DVD/CD, on page 151
• Upgrade VOS-Based Contact Center Applications from a Remote File System, on page
152
9
Optional: Reinstall Finesse to support aligned partitions.
See Reinstall Finesse to Support Aligned Partitions, on page 153.
Upgrade Unified Intelligence Center Subscriber
10
Power on the Unified Intelligence Center Subscriber VM in vSphere client.
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Step
Task
11
Upgrade Unified Intelligence Center Subscriber.
Your configuration information migrates automatically to the upgraded version in the active
partition.
See either:
• Upgrade VOS-Based Contact Center Applications from DVD/CD, on page 151
• Upgrade VOS-Based Contact Center Applications from a Remote File System, on page
152
12
Optional: Reinstall Unified Intelligence Center to support aligned partitions.
See Reinstall Unified Intelligence Center to Support Aligned Partitions, on page 153.
Upgrade Windows Operating System on Side B VMs
13
Upgrade Microsoft Windows Operating System to Windows 2012 R2 for the following Side
B VMs:
• Unified CVP Server 1B
• Unified CVP Server 2B
• Unified CVP Reporting Server
• Unified CCE Data Server
• Unified CCE Call Server
• External AW-HDS-DDS, if used
See Upgrade to Windows 2012 R2 Standard, on page 150.
14
Remove the previous Windows installation using the Disk Cleanup utility.
To use the utility, install Desktop Experience from Windows Server Manager.
For more information on installing Desktop Experience or using the Disk Cleanup utility, see
Microsoft documentation.
15
Check the persistent static routes and static network configurations (for private and public
interfaces). If the network settings are lost, reconfigure these settings.
To reset persistent static routes on the Side B Unified CCE Call Server and Data Server, see
Set Persistent Static Routes, on page 45.
16
The multilingual language pack is uninstalled automatically after upgrade. Install the language
pack manually. For more information on installing language packs, see Microsoft documentation
at http://www.microsoft.com/OEM/en/installation/downloads/Pages/
Windows-Server-2012-Language-Packs.aspx#fbid=zkB4qwO9rHR.
Upgrade Side B Unified CCE Data Server
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Upgrade Side B Tasks
Step
Task
17
Upgrade Microsoft SQL Server to Microsoft SQL Server 2014.
See Upgrade to SQL Server 2014, on page 154.
18
Upgrade the Unified CCE Data Server database.
See Upgrade the Unified CCE Data Server Database or External AW-HDS-DDS Database,
on page 155.
19
Upgrade the Unified CCE Data Server.
See Run Setup for the Unified CCE Data Server or External AW-HDS-DDS Server, on page
156.
20
Optional: Install the Language Pack if the customer requires a language other than the default
(English).
See Install the Language Pack, on page 156.
Upgrade External AW-HDS-DDS with Side B as the Central Controller preferred side, if used
21
Upgrade Microsoft SQL Server to Microsoft SQL Server 2014.
See Upgrade to SQL Server 2014, on page 154.
22
Upgrade the External AW-HDS-DDS database.
See Upgrade the Unified CCE Data Server Database or External AW-HDS-DDS Database,
on page 155.
23
Upgrade the External AW-HDS-DDS.
See Run Setup for the Unified CCE Data Server or External AW-HDS-DDS Server, on page
156.
24
Optional: Install the Language Pack if the customer requires a language other than the default
(English).
See Install the Language Pack, on page 156 .
Upgrade Side B Unified CVP VMs
You can upgrade all Unified CVP nodes on Side B in parallel.
25
Upgrade Unified CVP Server 1B.
See Upgrade the Unified CVP Server, on page 157.
26
Upgrade Unified CVP Server 2B.
See Upgrade the Unified CVP Server, on page 157.
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Step
Task
27
Transfer the upgrade license now, if you do not have a Unified CVP Reporting Server.
If you have a Unified CVP Reporting Server, you can transfer the upgrade license to all Unified
CVP components after upgrading the Unified CVP Reporting Server.
See Obtain and Transfer the Upgrade License for Unified CVP, on page 160.
Install 11.0 Unified CVP Reporting Server, if used
28
Install Unified CVP Reporting Server 11.0(1)
See Install Cisco Unified CVP Reporting Server, on page 51.
29
Load data to the Unified CVP Reporting Server.
See Load Data to Reporting Server Database, on page 159.
30
Save and deploy the Unified CVP Reporting Server in the Operations Console.
See Save and Deploy the Unified CVP Reporting Server, on page 159.
31
Transfer the upgrade license.
See Obtain and Transfer the Upgrade License for Unified CVP, on page 160.
Upgrade Side B Cisco Voice Gateway IOS Version, if needed
32
Upgrade the Cisco Voice Gateway IOS version to the minimum version required by the upgraded
release of Packaged CCE (or later). See the Cisco Packaged CCE Software Compatibility Matrix
at http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Packaged_CCE for IOS support
information.
See Upgrade the Cisco Voice Gateway IOS Version, on page 160.
Upgrade Side B Unified CCE Call Server
33
Upgrade the Unified CCE Call Server.
See Run Setup for the Unified CCE Call Server, on page 161.
34
Upgrade the CTI OS Server, if used.
See Run Setup for Cisco CTI OS Server, on page 161.
Upgrade Side B Unified Communications Manager Subscriber 2
35
Power on the Unified Communications Manager Subscriber 2 VM in vSphere client.
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Step
Task
36
Upgrade Unified Communications Manager Subscriber 2.
See either:
• Upgrade VOS-Based Contact Center Applications from DVD/CD, on page 151
• Upgrade VOS-Based Contact Center Applications from a Remote File System, on page
152
37
Upgrade JTAPI on the Side B Unified CCE Call Server.
See Upgrade JTAPI on the Call Server, on page 162.
Run the Upgrade VMware Settings Utility on Side B VMs
38
Re-run Upgrade VMware Settings Utility on all Side B Windows VMs.
• Unified CVP Server 1B
• Unified CVP Server 2B
• Unified CVP Reporting Server
• Unified CCE Data Server
• Unified CCE Call Server
• External AW-HDS-DDS with Side B as the Central Controller preferred side, if used
See Upgrade VMware Settings Utility, on page 149.
39
Run the Upgrade VMware Settings Utility on Side A VOS VMs.
• Finesse Secondary node
• Unified Intelligence Center Subscriber
• Unified Communications Manager Subscriber 2
See Upgrade VMware Settings Utility, on page 149.
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Sync Side A and Side B
• Sync Side A to Side B Tasks, page 173
• Validate Packaged CCE Deployment and Build System Inventory, page 174
Sync Side A to Side B Tasks
Perform these tasks in a maintenance window to sync Side A and Side B, and to test the system after upgrade.
Step
Task
Start services on Side B and set them to start automatically
1
For each of the following VMs, select Unified CCE Service Control on the desktop. Start the
Unified CCE services and change Startup to Automatic, in this order:
1 Side B Unified CCE Data Server
2 Side B Unified CCE Call Server
3 External AW-HDS-DDS with Side B as the Central Controller preferred side, if used
Change Cisco IOS Enterprise Voice Gateway configuration
2
Change the Cisco IOS Enterprise Voice Gateway dial-peer configuration back to the preupgrade
configuration.
Enable configuration changes
3
Enable configuration changes, by setting the following registry key to 0 on either the Side A
or Side B Unified CCE Call Server:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance
name>\Router <A/B>\Router\CurrentVersion\Configuration\Global\DBMaintenance
Perform this step on one side only; the change is replicated to the other side automatically.
Check the registry on the other side to ensure that the change was replicated.
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Step
Task
Validate Packaged CCE Deployment and check the System Inventory
4
Validate the Packaged CCE deployment in Unified CCE Administration.
See Validate Packaged CCE Deployment and Build System Inventory, on page 174.
5
In the Unified CCE Administration System Inventory tool, check the versions for the Host and
all VMs.
Check the status of the alerts for the Hosts and for each VM, and compare against the preupgrade
alerts and warnings. Investigate and correct any warnings and errors as necessary.
Complete Finesse tasks
6
Direct agents to sign in to the correct Finesse node.
7
On the Desktop Layout tab of the Finesse Administration console, change the Live Data gadget
to reference the correct Cisco Unified Intelligence Center server for each Live Data report.
Validate Packaged CCE Deployment and Build System Inventory
Validate the PCCE deployment using the Unified CCE Administration Deployment tool.
As you complete the procedure, you are prompted only for missing information; you may not need to perform
each step.
Procedure
Step 1
Step 2
Step 3
Step 4
Sign into Unified CCE Administration using the Active Directory username and password (https://<IP
Address>/cceadmin, where <IP Address> is the address of either the Side A CCE Data Server or the Side B
CCE Data Server).
Click System > Deployment.
The Configure your deployment page opens.
Enter fields for the IP address, Username, and Password for the VMware hosts for Side A and Side B. Click
Next.
Enter information for each component in your deployment. After entering information for a component, click
Next.
The system validates the credentials you entered before prompting you for the next component's information.
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Component
Information Required
Unified CM
Either:
• The Unified CM Publisher for an on-box Unified Communications
Manager deployment.
• The Unified CM Publisher Name and IP address for an external Unified
Communications Manager deployment.
AXL username and password.
Unified CVP
Unified CVP Ops Console Server Web Services manager CLI username and
password.
Unified CVP Operations Console username and password.
Unified CCE Data Server
Unified CCE Diagnostic Framework Service domain, username, and password.
These credentials must be for a domain user who is a member of the Config
security group for the instance, and valid on all CCE components in your
deployment (the Side A and B Unified CCE Data Servers and the Side A and
B Unified CCE Call Servers).
Unified Intelligence Center Unified Intelligence Center Administration application username and password.
Finesse
Step 5
Step 6
Finesse Administration username and password.
Click Done.
The System Inventory opens.
If you are using any Multichannel applications (SocialMiner, E-Mail and Web Interaction ManagerEnterprise
Chat and Email, and 3rd Party Multichannel), add them to the System Inventory external machines.
a) Click Add Machine.
b) Select the type from the drop-down list.
c) Enter the name.
d) Enter the hostname or IP address.
e) Click Save.
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Postupgrade Tasks
• Postupgrade Tasks, page 177
• Finesse Desktop Layout Postupgrade Tasks, page 177
• Upgrade Call Studio, page 178
• Initiate Metadata Synchronization for Unified CVP Rest API, page 179
Postupgrade Tasks
You can perform these postupgrade tasks in any order.
Component
Task
Finesse
Complete postupgrade tasks for the Finesse desktop layout.
See Finesse Desktop Layout Postupgrade Tasks, on page 177.
Unified CVP
Upgrade Call Studio.
Upgrade Call Studio, on page 178
Optional: Synchronize the metadata files for the Unifed CVP REST API using the sync-up
tool.
See Initiate Metadata Synchronization for Unified CVP Rest API, on page 179.
All
Optional: Upgrade ESXi.
See Upgrade VMware vSphere ESXi, on page 149.
Finesse Desktop Layout Postupgrade Tasks
If you do not use a custom desktop layout, do the following after upgrading Cisco Finesse:
1 Click Restore Default Layout on the Manage Desktop Layout gadget to add all updates from the new
default desktop layout.
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2 Disable the Agent Queue Statistics gadget from the default desktop layout for the Agent role. This gadget
is not supported for the Agent role in Packaged CCE deployments.
3 Optional: Enable Live Data Report gadgets for the Agent role.
If you use a custom desktop layout, do the following after upgrading Finesse:
1 Add optional Live Data Report gadgets for the Agent role after upgrading Cisco Finesse.
2 If you want to restore a previous layout for the desktop, sign in to the Administration Console on the
primary Finesse node. Copy and paste your saved layout XML into the Manage Desktop Layout gadget.
Related Topics
Disable Agent Queue Statistics Gadget in Default Desktop Layout, on page 102
Add Live Data Reports to Default Desktop Layout, on page 103
Add Live Data Reports to Custom Desktop Layout, on page 104
Upgrade Call Studio
Before You Begin
Obtain a new license for Unified Call Studio because licenses for earlier versions are invalid with the latest
version.
Note
Upgrade of Call Studio is supported through the migration process.
Procedure
Step 1
Open Call Studio, right-click any existing project in the Navigator view, choose Export.
The Export wizard opens.
Step 2
Navigate to General > File System, and click Next.
Note
From the list displayed by the Export wizard, select multiple projects to export them simultaneously.
Step 3
Step 4
Browse to the directory where the projects will be exported and click OK and then click Finish.
Uninstall the Call Studio software.
For more information, see the Uninstall the Unified CVP Component.
Step 5
Install the Call Studio software.
For more information, see the Install Unified Call Studio section.
Related Topics
Unified Customer Voice Portal Licenses, on page 72
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Install Unified Call Studio
Procedure
Step 1
Step 2
Step 5
Mount the Unified CVP ISO image, and run setup.exe.
On the Welcome screen, click Next.
Note
If you click Cancel here or on the dialog screens that follow before the Ready to Install the Program
screen, the installation is canceled, and the Exit Setup dialog box appears.
Review and accept the license agreement, and click Next.
From the Ready to Install the Program screen, review the component that you have selected, and click
Install.
On the InstallShield Wizard Complete screen, click Finish.
Step 6
Select one of the options to either restart the computer right after installation or restart it later, and click Finish
Step 3
Step 4
The Call Studio software is installed on your computer.
Related Topics
Mount and Unmount ISO Files, on page 33
Initiate Metadata Synchronization for Unified CVP Rest API
In the CVP REST API architecture, information of media files on Media Server and VXML applications on
a VXML server is saved on a WSM Server as metadata in Derby database. This metadata information is
created, updated, and deleted by the REST API calls. There may be situations where the metadata may go out
of sync with files on VXML Servers and Media Servers. Examples are addition and deletion of CVP Servers,
deployment of apps and media files by a tool other than the REST API, and CVP Media Server or the VXML
server upgraded from a version where the REST API was not supported.
A command line tool “metasynch.cmd” is available at C:\Cisco\CVP\wsm\CLI to enable synchronization
of metadata with the files on VXML Servers and Media Servers. The tool internally uses the Synch up API
to perform the synchronization. It takes three arguments- WSM user name, WSM user password, and server
type (MEDIA, VXML or VXML_ STANDALONE). Based on the server type information, all servers of the
respective server type are synchronized. If the server type argument is not provided, metadata is synchronized
with all media servers and VXML servers configured in OAMP.
In case of an upgrade, the media files and VXML applications are present in the Media Servers and VXML
Servers but corresponding metadata information is not present in the WSM Server. The absence of metadata
information limits a user from using the REST API to access, update, and delete existing media files and
VXML applications on the Media Server and the VXML Server.
Synchronize Metadata Files Using Sync-Up Tool
To invoke
metasynch.cmd,
complete the following steps.
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Procedure
Step 1
Navigate to the C:\Cisco\CVP\wsm\CLI location.
Step 2
Run the metasynch.cmd file with following arguments:
• wsm username
• wsm password
Example:
metasynch.cmd wsmusername wsmpassword MEDIA
Usage : metasynch [options] username password [servertype]
servertype : MEDIA/VXML/VXML_STANDALONE
options : -help -? print this help message
The server type argument should be MEDIA, VXML, or VXML_STANDALONE type. If the server
type argument is not provided, the metadata is synched with all the VXML applications on VXML
servers and all media files on Media servers. Logs for synch command tool can be found at the
following location:
C:\Cisco\CVP\wsm\CLI\log\SyncTool.log
Note
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APPENDIX
A
Reference
• Simple Network Management Protocol, page 181
• Certificates for Live Data, page 182
Simple Network Management Protocol
Simple Network Management Protocol (SNMP) facilitates the exchange of management information among
network devices so that administrators can manage network performance and solve network problems. SNMP
community strings, users, and network destinations are configured in Cisco Unified Serviceability.
Unified Serviceability is one of the tools that open from the Navigation drop-down in Cisco Unified
Communications Solutions tools. You can also access Unified Serviceability by entering
http://x.x.x.x/ccmservice/, where x.x.x.x is the IP address of the publisher.
See the Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise at http://www.cisco.com/c/en/
us/support/customer-collaboration/unified-contact-center-enterprise/
products-installation-and-configuration-guides-list.html for information about configuring SNMP for Unified
CCE.
Community Strings
The SNMP agent uses community strings to provide security. You must configure community strings to access
any management information base (MIB). Add new community strings in the Cisco Serviceability
Administration interface.
A community string is configured with:
• a server
• a name of up to 32 characters
• a setting to accept SNMP packets from any host or from specified hosts
• access privileges (readonly, readwrite, readwritenotify, notifyonly, readnotifyonly, and none)
• a setting to apply the community string to all nodes in the cluster
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Certificates for Live Data
Notification Destinations
Add notification destinations for delivery of SNMP notification events when events occur. Add and maintain
notification destinations in the Cisco Serviceability Administration interface.
A notification destination is configured with:
• a server
• the host IP addresses of the trap destination
• a port number
• the SNMP version (V1 or V2c)
• the community string name to be used in the notification messages that the host generates
• the notification type
• a setting to apply to the notification destination configuration to all nodes in the cluster
Certificates for Live Data
You must set up security certificates for Finesse and Cisco Unified Intelligence Center with HTTPS.
You can:
• Use the self-signed certificates provided with Finesse and Cisco Unified Intelligence Center.
• Obtain and install a Certification Authority (CA) certificate from a third-party vendor.
• Produce a certificate internally.
Note
As is the case when using other self-signed certificates, agents must accept the Live Data certificates in
the Finesse desktop when the sign in before they can use the Live Data gadget.
Add Self-Signed Certificates for Live Data
Both Finesse and Unified Intelligence Center are installed with self-signed certificates. If you choose to work
with these self-signed certificates (rather than producing your own CA certificate or obtaining a CA certificate
from a third-party certificate vendor), you must first export the certificates from the Unified Intelligence
Center Publisher and Subscriber. You must then import the certificates into Finesse, importing the Publisher
certificate to the Finesse Primary node and the Subscriber certificate to the Finesse Secondary node.
As is the case when using other self-signed certificates, agents must accept the Live Data certificates in the
Finesse desktop when they sign in before they can use the Live Data gadget.
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Obtain and Upload CA Certificate for Live Data from a Third Party Vendor
Procedure
Step 1
Sign in to Cisco Unified Operating System Administration on Cisco Unified Intelligence Center
(https://<hostname of Cisco Unified Intelligence Center server>/cmplatform).
Step 2
Step 3
Step 4
From the Security menu, select Certificate Management.
Click Find.
Do one of the following:
• If the tomcat certificate for your server is not on the list, click Generate New. When the certificate
generation is complete, reboot your server. Then restart this procedure.
• If the tomcat certificate for your server is on the list, click the certificate to select it. (Ensure that the
certificate you select includes the hostname for the server.)
Step 5
Click Download .pem file and save the file to your desktop.
You must download the certificates that contain the hostnames Cisco Unified Intelligence Center publisher
and Cisco Unified Intelligence Center subscriber.
Step 6
Sign in to Cisco Unified Operating System Administration on the primary Finesse server (https://FQDN of
Finesse server:8443/cmplatform).
Step 7 From the Security menu, select Certificate Management.
Step 8 Click Upload Certificate.
Step 9 From the Certificate Name drop-down list, select tomcat-trust.
Step 10 Click Browse and browse to the location of the .pem files (Cisco Unified Intelligence Center publisher and
subscriber certificates).
Step 11 Click Upload File.
Step 12 Restart Cisco Finesse Tomcat on the Finesse server.
Obtain and Upload CA Certificate for Live Data from a Third Party Vendor
You can use a Certification Authority (CA) certificate provided by a third-party vendor to establish an HTTPS
connection between the Finesse and Cisco Unified Intelligence Center servers.
Follow the instructions in the TechNote Procedure to Obtain and Upload CA Certificate from a Third-party
Vendor, available at http://www.cisco.com/c/en/us/support/customer-collaboration/
packaged-contact-center-enterprise/tsd-products-support-series-home.html.
Produce Certificate Internally
Set up Microsoft Certificate Server for Windows 2008 R2
This procedure assumes that your deployment includes a Windows Server 2008 R2 (Standard) Active Directory
server. Perform the following steps to add the Active Directory Certificate Services role on the Windows
2008 R2 (Standard) domain controller.
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Produce Certificate Internally
Procedure
Step 1
Step 2
Step 3
Click Start, right-click Computer, and select Manage.
In the left pane, click Roles.
In the right pane, click Add Roles.
The Add Roles Wizard opens.
Step 4
On the Select Server Roles screen, check the Active Directory Certificate Services check box, and then click
Next.
On the Introduction to Active Directory Certificate Services screen, click Next.
On the Select Role Services screen, check the Certification Authority check box, and then click Next.
On the Specify Setup Type screen, select Enterprise, and then click Next.
On the Specify CA Type screen, select Root CA, and then click Next.
Step 5
Step 6
Step 7
Step 8
Step 9
Click Next on the Set Up Private Key, Configure Cryptography for CA, Configure CA Name, Set Validity
Period, and Configure Certificate Database screens to accept the default values.
Step 10 On the Confirm Installations Selections screen, verify the information, and then click Install.
Set up Microsoft Certificate Server for Windows Server 2012 R2
This procedure assumes that your deployment includes a Windows Server 2012 R2 (Standard) Active Directory
server. Perform the following steps to add the Active Directory Certificate Services role on the Windows
Server 2012 R2 (Standard) domain controller.
Before You Begin
Before you begin, Microsoft .Net Framework 3.5 Service Pack 1 must be installed. See Windows Server 2012
documentation for instructions.
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Deploy Root Certificate for Internet Explorer
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Step 12
Step 13
Step 14
Step 15
In Windows, open the Server Manager.
In the Quick Start window, click Add Roles and Features .
In the Set Installation Type tab, select Role-based or feature-based installation , and then click Next.
In the Server Selection tab, select the destination server then click Next.
In the Server Roles tab, check the Active Directory Certificate Services box, and then click the Add Features
button in the pop-up window.
In the Features and AD CS tabs, click Next to accept default values.
In the Role Services tab, verify that the Certification Authority box is checked, and then click Next.
In the Confirmation tab, click Install.
After the installation is complete, click the Configure Active Directory Certificate Service on the destination
server link.
Verify that the credentials are correct (for the domain Administrator user), and then click Next.
In the Role Services tab, check the Certification Authority box, and then click Next.
In the Setup Type tab, select Enterprise CA, and then click Next.
In the CA Type tab, select Root CA, and then click Next.
In the Private Key, Cryptography, CA Name, Validity Period, and Certificate Database tabs, click Next
to accept default values.
Review the information in the Confirmation tab, and then click Configure.
Download CA certificate
This procedure assumes that you are using the Windows Certificate Services. Perform the following steps to
retrieve the root CA certificate from the certificate authority. After you retrieve the root certificate, each user
must install it in the browser used to access Finesse.
Procedure
Step 1
Step 2
On the Windows domain controller, run the CLI command certutil -ca.cert ca_name.cer, in which ca_name
is the name of your certificate.
Save the file. Note where you saved the file so you can retrieve it later.
Deploy Root Certificate for Internet Explorer
In environments where group policies are enforced via the Active Directory domain, the root certificate can
be added automatically to each user's Internet Explorer. Adding the certificate automatically simplifies user
requirements for configuration.
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Set Up Certificate for Internet Explorer Browser
Note
To avoid certificate warnings, each user must use the fully-qualified domain name (FQDN) of the Finesse
server to access the desktop.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
On the Windows domain controller, navigate to Administrative Tools > Group Policy Management.
Note
Users who have strict Group Policy defined on the Finesse Agent Desktop are required to disable
Cross Document Messaging from Group Policy Management to ensure proper functioning of
Finesse on Internet Explorer 11.
Right-click Default Domain Policy and select Edit.
In the Group Policy Management Console, go to Computer Configuration > Policies > Window Settings
> Security Settings > Public Key Policies.
Right-click Trusted Root Certification Authorities and select Import.
Import the ca_name.cer file.
Go to Computer Configuration > Policies > Windows Settings > Security Settings > Public Key Policies
> Certificate Services Client - Auto-Enrollment.
From the Configuration Model list, select Enabled.
Sign in as a user on a computer that is part of the domain and open Internet Explorer.
If the user does not have the certificate, run the command gpupdate.exe /target:computer /force on the user's
computer.
Set Up Certificate for Internet Explorer Browser
After obtaining and uploading the CA certificates, either all users must accept the certificate or the certificate
must be automatically installed via group policy.
In environments where users do not log directly in to a domain or group policies are not utilized, every Internet
Explorer user in the system must perform the following steps once to accept the certificate.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
In Windows Explorer, double-click the ca_name.cer file (in which ca_name is the name of your certificate)
and then click Open.
Click Install Certificate > Next > Place all certificates in the following store.
Click Browse and select Trusted Root Certification Authorities.
Click OK.
Click Next.
Click Finish.
A message appears that states you are about to install a certificate from a certification authority (CA).
Click Yes.
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Set Up Certificate for Firefox Browser
A message appears that states the import was successful.
Step 8
To verify the certificate was installed, open Internet Explorer. From the browser menu, select Tools > Internet
Options.
Step 9 Click the Content tab.
Step 10 Click Certificates.
Step 11 Click the Trusted Root Certification Authorities tab.
Step 12 Ensure that the new certificate appears in the list.
Set Up Certificate for Firefox Browser
Every Firefox user in the system must perform the following steps once to accept the certificate.
Note
To avoid certificate warnings, each user must use the fully-qualified domain name (FQDN) of the Finesse
server to access the desktop.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Firefox browser menu, select Options.
Click Advanced.
Click the Certificates tab.
Click View Certificates.
Click Import and browse to the ca_name.cer file (in which ca_name is the name of your certificate).
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INDEX
A
I
adding 78
data sources 78
antivirus software 38
install 38, 41, 43, 46, 51, 52, 57, 156
antivirus software 38
CVP Reporting Server 51
Finesse Primary 52
Finesse Secondary 57
language pack 156
Microsoft SQL Server 46
Microsoft Windows Server 41
Unified Communications Manager Subscriber 57
Unified Intelligence Center 52, 57
VMware tools 43
ISO files 33
mount and unmount 33
mounting 33
C
CCE Call Server 27
VM 27
CCE Data Server 28
VM 28
collation 46, 49
community strings 181
CVP Reporting Server 51
install 51
L
D
data sources 78
adding 78
destination servers, VMs on 4
DNS configuration 37
language pack 156
license 179
adding components 179
localization 49, 156
M
E
external AW-HDS-DDS 124
Microsoft SQL Server 46
install 46
Microsoft Windows Server 41
install 41
F
Finesse Primary 52
install 52
Finesse Secondary 31, 57
install 57
VM 31
N
notification destinations 181
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Index
O
U
OVA files 33
Unified Communications Manager Publisher 30
VM 30
Unified Communications Manager Subscriber 57
install 57
Unified CVP report templates 78
obtaining 78
Unified Intelligence Center 78
data sources 78
Unified Intelligence Center Publisher 32
VM 32
Unified Intelligence Center Subscriber 30, 57
install 57
VM 30
uploading licenses 179
Q
QoS 23
R
report templates 78
locating 78
S
SNMP 181
solution components 4
T
timezones 78
and data sources 78
V
virtual machines 4, 27, 28, 30, 31, 32
CCE Call Server 27
CCE Data Server 28
Finesse Secondary 31
on destination servers 4
Unified Communications Manager Publisher 30
Unified Intelligence Center Publisher 32
Unified Intelligence Center Subscriber 30
VMware tools 43
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